JP2002041644A - Consultation business support system utilizing electronic medium - Google Patents
Consultation business support system utilizing electronic mediumInfo
- Publication number
- JP2002041644A JP2002041644A JP2000259918A JP2000259918A JP2002041644A JP 2002041644 A JP2002041644 A JP 2002041644A JP 2000259918 A JP2000259918 A JP 2000259918A JP 2000259918 A JP2000259918 A JP 2000259918A JP 2002041644 A JP2002041644 A JP 2002041644A
- Authority
- JP
- Japan
- Prior art keywords
- answer
- respondent
- keyword
- question
- question sentence
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000000034 method Methods 0.000 claims description 7
- 238000006165 Knowles reaction Methods 0.000 abstract 1
- 238000003058 natural language processing Methods 0.000 abstract 1
- 230000005540 biological transmission Effects 0.000 description 2
- 238000010586 diagram Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 239000000284 extract Substances 0.000 description 1
Landscapes
- Data Exchanges In Wide-Area Networks (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
Description
【０００１】[0001]
【発明の属する技術分野】本発明は電子メール等の電子
的方法を用いた相談業務における回答支援システムに関
する。BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a response support system in consultation services using an electronic method such as electronic mail.
【０００２】[0002]
【従来の技術】従来から、システムから発せられる質問
に利用者が返答することによって専門的アドバイスが得
られるエキスパートシステムは存在するがそれは利用者
にシステムが発する質問に答える能力がない場合役に立
たない。一方、質問文を自然言語解釈することでデータ
ベースを検索し候補を提示するシステムも存在するが、
やはりシステムが提供した雑多な回答候補の取捨選択が
できる能力がない利用者には役に立たないものであっ
た。しかし人間の回答者が回答をするのは各回答者に相
当程度の能力が必要となる上、相当のコストがかかると
いう問題があった。2. Description of the Related Art Conventionally, there is an expert system in which a user can obtain expert advice by responding to a question emanating from the system, but it is useless if the user does not have an ability to answer a question emanating from the system. On the other hand, there are systems that search the database and present candidates by interpreting the question sentence in natural language.
Again, it is useless for users who do not have the ability to select various answer candidates provided by the system. However, there is a problem that human respondents need to have a considerable ability for each respondent to respond, and it costs a considerable amount of time.
【０００３】[0003]
【発明が解決しようとする課題】本発明は従来技術の上
記欠点を解決し、電子的に受けた質問に対して比較的熟
練度の低い回答者が均一で質の高い回答を低コストで作
成することを可能にするものである。SUMMARY OF THE INVENTION The present invention solves the above-mentioned drawbacks of the prior art, and enables relatively low-skilled respondents to produce uniform and high-quality answers at low cost to electronically received questions. It is possible to do.
【０００４】[0004]
【課題を解決するための手段】本発明は回答者が質問文
に回答する前に、質問文に基づいたデータベース検索お
よび上級回答者による回答方針などのメモやキーワード
の指示とそれに基づくデータベース検索という事前作業
を行い、回答者には質問文とともに回答方針や回答に必
要な情報、前例などを同時に提供することで比較的熟練
度の低い回答者であっても均一で質の高い回答を短時間
で作成することを可能にする。SUMMARY OF THE INVENTION The present invention provides a database search based on a question sentence, a memo or keyword instruction such as an answer policy by an advanced respondent, and a database search based on the database search based on the question sentence before the respondent answers the question sentence. Preliminary work and provide respondents with the question text along with the answer policy, necessary information for the answer, precedents, etc., so that even low-skilled respondents can provide uniform and high-quality answers in a short time To be able to create with.
【０００５】質問者から質問文を受け付ける方法は、質
問受付側インターフェース装置を通じて電子メール、ウ
ェブ画面、専用端末画面などが可能であり、上級回答者
がキーワードを指示し、また回答者が回答を作成する方
法も、回答作成側インターフェース装置を介して電子メ
ール、ウェブ画面、専用端末などが可能である。[0005] A method of accepting a question sentence from a questioner can be an e-mail, a web screen, a dedicated terminal screen, or the like through a question receiving side interface device. An advanced respondent specifies a keyword, and the respondent prepares an answer. As for the method, an e-mail, a web screen, a dedicated terminal, or the like can be provided via the answer creating side interface device.
【０００６】回答を質問者に送信する時に上級回答者が
指示したキーワードや顧客ＩＤをキーに回答文や回答を
作成するためのメモなどの回答付帯情報を回答支援デー
タベースに保存することで回答支援データベースの充実
を図ることができる。[0006] Reply support is performed by storing answer supplementary information such as a reply sentence and a memo for creating a reply in a reply support database using a keyword or a customer ID designated by a senior respondent as a key when the reply is transmitted to the questioner. The database can be enhanced.
【０００７】[0007]
【発明実施の形態】以下図面に基づいて本発明の実施形
態を説明する。図１において、質問者より質問文が各種
の形式で質問受付側インターフェース装置１０に送信さ
れると、質問受付側インターフェース装置１０は本シ
ステムの内部形式に変換して受信側システム１２に質問
文を送信する。Embodiments of the present invention will be described below with reference to the drawings. In FIG. 1, when a question sentence is transmitted from a questioner to the question receiving side interface device 10 in various formats, the question receiving side interface device 10 converts the question sentence to the internal format of the present system and sends the question sentence to the receiving side system 12. Send.
【０００８】受信側システム１２は、未回答の回答者へ
の質問が添付されている場合はデータを回答作成側イン
ターフェース装置１６に転送する。上級回答者の未処
理のキーワードが指示されているときは、そのキーワー
ドで回答支援データベースを検索し結果を添付して回答
作成側インターフェース装置１６に転送する。それ以
外の場合は、回答支援データベース１４のキー項目と質
問文を照合し、質問文中にある単語で回答支援データベ
ース１４に登録されているものを検索し、その検索結
果の文章それ自体又は回答支援データベースへの参照情
報（リンク）を質問文に挿入又は添付する（第１次処
理）。回答支援データベースを検索する手法は自然文の
構文解析を行いキーワードを抽出するなどの既存技術が
応用可能である。[0008] The receiving side system 12 transfers the data to the answer creating side interface device 16 when the question to the unanswered respondent is attached. When an unprocessed keyword of the advanced respondent is designated, the answer support database is searched with the keyword, the result is attached, and the result is transferred to the answer creating side interface device 16. In other cases, the key item of the answer support database 14 is compared with the question sentence, and words in the question sentence registered in the answer support database 14 are searched. The sentence itself of the search result or the answer support Reference information (link) to the database is inserted or attached to the question text (first processing). Existing techniques, such as parsing natural sentences and extracting keywords, can be applied to the method of searching the answer support database.
【０００９】受信側システム１２は第１次検索処理を終
えた質問文を回答作成側インターフェース装置１６に当
システムの内部形式のデータで引き渡し、回答作成側
インターフェース装置１６はさらにそれを回答者端末装
置１８が要求する形式に変換して転送する。The receiving system 12 delivers the question sentence after the primary search processing to the answer creating interface device 16 in the form of data in the internal format of the system, and the answer creating interface device 16 further transmits the data. The data is converted into the format required by the server 18 and transferred.
【００１０】前項の処理で上級回答者に質問文が転送さ
れた場合、上級回答者は回答者端末装置１８を使用し
て、質問文中に存在する既存キーワードの指示、質問文
中に存在しないキーワードの入力、回答の指針となるメ
モなどの回答支援情報を入力し、質問文に上級回答者が
入力した内容を挿入又は添付した質問文を回答作成側イ
ンターフェース装置１６に転送する。[0010] When the question is transferred to the advanced respondent in the process of the preceding paragraph, the advanced respondent uses the respondent terminal device 18 to indicate an existing keyword existing in the question, and to input a keyword not existing in the question. The user inputs answer support information such as a memo as a guideline for input and answer, and inserts or attaches the content input by the advanced respondent to the question sentence, and transfers the question sentence to the answer creating side interface device 16.
【００１１】通常の回答者に転送された場合は、回答者
は上項までの処理により質問文に挿入、リンク、添付等
によって提供された情報を利用して回答文を作成し、質
問文に回答支援データと作成した回答を添付したデータ
を回答作成側インターフェース装置１６に送信する。
回答文の代わりに上級回答者に対する質問を添付して回
答作成側インターフェース装置１６に送信することも
できる。[0011] When transferred to a normal respondent, the respondent creates an answer sentence by using the information provided by inserting, linking, attaching, etc. into the question sentence by the processing up to the above paragraph, and forming the answer sentence. The data to which the answer support data and the created answer are attached is transmitted to the answer creating side interface device 16.
Instead of the answer sentence, a question for the advanced respondent can be attached and transmitted to the answer creating side interface device 16.
【００１２】回答作成側インターフェース装置１６は受
け取ったデータを当システムの内部データ形式に変換し
て送信側システム２０に転送する。The answer creation side interface device 16 converts the received data into an internal data format of the system and transfers it to the transmission side system 20.
【００１３】送信側システム２０は回答が完成していな
い場合は、受信側システムにデータを差し戻し転送し
、再度If the response is not completed, the transmitting system 20 sends back the data to the receiving system and transfers it.
【０００８】以下を再実行させしめる（第２次処理）。The following is executed again (secondary processing).
【００１４】回答が完成している場合は、送信側システ
ム２０は送られてきたデータから回答部分だけを抜き出
して質問受付側インターフェース装置１０に送信する▲
１０▼。If the answer has been completed, the transmitting system 20 extracts only the answer part from the transmitted data and sends it to the question receiving interface device 10.
10 ▼.
【００１５】回答が完成している場合は、送信側システ
ムは上級回答者が付したキーワードや顧客ＩＤなどをキ
ーにして、またはキーなしの状態で当該質問文と回答
文、回答支援情報を回答支援データベース１４に登録す
ることもできる。When the answer is completed, the transmitting system sends the question, the answer, and the answer support information using the keyword or customer ID assigned by the advanced respondent as a key or without the key. It can also be registered in the support database 14.
【００１６】質問受付側インターフェース装置１０は受
け取った回答を、質問を受けたときと同様の形式、又は
別の形式を使って質問者に送信する▲１１▼。The question receiving side interface device 10 transmits the received answer to the requester using the same format as that used when receiving the question, or another format (11).
【００１７】[0017]
【発明の効果】本発明は、以上説明したように構成され
ているので、以下に記載されるような効果を奏する。Since the present invention is configured as described above, it has the following effects.
【００１８】電子的に受け付けられた質問文からシステ
ムが自動的にキーワード検索を行い、検索結果が質問文
中に挿入又はリンクとして提供されるため、回答者が質
問文に回答する時点で既に回答に必要となる情報や前例
が提供された状態になっている。そのため回答者の生産
性の向上が期待できる。The system automatically performs a keyword search from the electronically accepted question sentence, and the search result is inserted or provided as a link in the question sentence. Necessary information and precedents have been provided. Therefore, improvement of the productivity of the respondents can be expected.
【００１９】上級回答者が指示したキーワードを検索し
た結果および、上級回答者が入力した回答の指針のメモ
が添付されているため、比較的熟練度の低い回答者でも
質の高い均一な回答を作成することができる。Since the result of searching for the keyword designated by the senior respondent and the memo of the guideline of the answer entered by the senior respondent are attached, even a relatively low-skilled respondent can obtain a high-quality uniform answer. Can be created.
【００２０】[0020]
【図１】本発明の概念図である。FIG. 1 is a conceptual diagram of the present invention.
１０ 質問受付側インターフェース装置 １２ 受信側システム １４ 回答支援データベース １６ 回答作成側インターフェース装置 １８ 回答者端末装置 ２０ 送信側システム DESCRIPTION OF SYMBOLS 10 Question reception side interface device 12 Reception side system 14 Answer support database 16 Answer creation side interface device 18 Respondent terminal device 20 Transmission side system
Claims (4)
ムなど電子的な方法により受け付けた質問文中から、回
答支援データベースに存在するキーワードとキーワード
に対応する回答支援情報を、元の質問文中に挿入し又は
リンクを張るなどの方法で関連付け又は添付した上で回
答者に質問を転送するシステム。キーワードには質問者
自身のＩＤも含む。1. Inserting or linking a keyword existing in the answer support database and answer support information corresponding to the keyword from the question sentence received by an electronic method such as an e-mail or a website form into the original question sentence. A system that transfers questions to respondents after associating them or attaching them in such a way as to create a response. The keyword includes the ID of the requester.
がキーワード検索をする前又は後に上級回答者が質問文
中に存在し又は存在しないキーワードを指示し、その指
示に基づいてキーワード検索を行い、指示されたキーワ
ードと検索結果を質問文中に挿入し又はリンクを張るな
どの方法で関連付け又は添付した上で回答者に質問を転
送するシステム。2. The system according to claim 1, wherein before or after the system performs a keyword search, a senior respondent designates a keyword that exists or does not exist in the question sentence, and performs a keyword search based on the instruction. A system for transferring a question to a respondent after associating or attaching the keyword and the search result to the question sentence by inserting or linking it in the question sentence.
回答者が回答に関するメモを質問文に添付してやり取り
し、最終的に質問者に回答を送信するときはそれらのメ
モおよび元の質問文中に挿入又はリンクを張るなどの方
法で関連付けられ又は添付された回答支援情報を削除し
て送信する機能を持つシステム。3. The system according to the preceding paragraph, wherein the respondent and the senior respondent exchange memos concerning the answer by attaching them to the question text, and finally, when transmitting the answer to the questioner, the memo and the original A system that has a function of deleting the answer support information associated or attached by inserting or linking in a question sentence and transmitting the same.
指示したキーワードや回答方針のメモなどの回答支援情
や質問者のＩＤごとに回答者が行った回答を回答支援デ
ータベースに登録するシステム。4. The system according to the preceding paragraph, wherein the answer support information such as a keyword or an answer policy memo designated by the advanced answerer or the answer made by the answerer for each ID of the questioner is registered in the answer support database. .
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2000259918A JP2002041644A (en) | 2000-07-27 | 2000-07-27 | Consultation business support system utilizing electronic medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2000259918A JP2002041644A (en) | 2000-07-27 | 2000-07-27 | Consultation business support system utilizing electronic medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| JP2002041644A true JP2002041644A (en) | 2002-02-08 |
Family
ID=18748022
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| JP2000259918A Pending JP2002041644A (en) | 2000-07-27 | 2000-07-27 | Consultation business support system utilizing electronic medium |
Country Status (1)
| Country | Link |
|---|---|
| JP (1) | JP2002041644A (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2010237960A (en) * | 2009-03-31 | 2010-10-21 | Nec Corp | Inquiry reply support device, inquiry reply support system and method, and reply support program |
-
2000
- 2000-07-27 JP JP2000259918A patent/JP2002041644A/en active Pending
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2010237960A (en) * | 2009-03-31 | 2010-10-21 | Nec Corp | Inquiry reply support device, inquiry reply support system and method, and reply support program |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US6564188B2 (en) | Resume storage and retrieval system | |
| US10114905B2 (en) | Individual user selectable multi-level authorization method for accessing a computer system | |
| US6199104B1 (en) | Server-based host monitor | |
| US6161082A (en) | Network based language translation system | |
| US9361361B2 (en) | Interactively entering data into the database | |
| US6632251B1 (en) | Document producing support system | |
| US7016977B1 (en) | Method and system for multilingual web server | |
| US6889260B1 (en) | Method and system for transferring information | |
| KR101076858B1 (en) | Methods and systems for language translation | |
| TW468106B (en) | Navigating network resources based on metadata | |
| US8037041B2 (en) | System for dynamic keyword aggregation, search query generation and submission to third-party information search utilities | |
| US6996561B2 (en) | System and method for interactively entering data into a database | |
| US20060078862A1 (en) | Answer support system, answer support apparatus, and answer support program | |
| US20030093477A1 (en) | Information processing system, information processing method, a software program for executing such method, and information storage medium comprising such software program | |
| CN110955762A (en) | Intelligent question and answer platform | |
| JP4702705B2 (en) | Information display processing system, client terminal, management server, program | |
| JP4352684B2 (en) | Information provision processing system, program | |
| JP2004199406A (en) | Information display processing method, information display processing system, client terminal, management server and program | |
| JP2002258738A (en) | Language learning support system | |
| JP2002041644A (en) | Consultation business support system utilizing electronic medium | |
| JP2002157196A (en) | E-mail device | |
| JPH10154182A (en) | Inquiry answering method and system therefor | |
| JP2004199484A (en) | Information retrieval display processing method, information retrieval display processing system, client terminal, management server and program | |
| JP2004206654A (en) | Information retrieval method, information retrieval processing system, and program | |
| KR20080032723A (en) | A method and system for automatic job application using mobile |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| A621 | Written request for application examination |
Free format text: JAPANESE INTERMEDIATE CODE: A621 Effective date: 20030927 |
|
| A131 | Notification of reasons for refusal |
Free format text: JAPANESE INTERMEDIATE CODE: A131 Effective date: 20060411 |
|
| A02 | Decision of refusal |
Free format text: JAPANESE INTERMEDIATE CODE: A02 Effective date: 20060808 |