[go: up one dir, main page]

WO2024209953A1 - Système de traitement d'informations et procédé de traitement d'informations - Google Patents

Système de traitement d'informations et procédé de traitement d'informations Download PDF

Info

Publication number
WO2024209953A1
WO2024209953A1 PCT/JP2024/011122 JP2024011122W WO2024209953A1 WO 2024209953 A1 WO2024209953 A1 WO 2024209953A1 JP 2024011122 W JP2024011122 W JP 2024011122W WO 2024209953 A1 WO2024209953 A1 WO 2024209953A1
Authority
WO
WIPO (PCT)
Prior art keywords
information processing
response
information
question
answer
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
Application number
PCT/JP2024/011122
Other languages
English (en)
Japanese (ja)
Inventor
亮賀 奥西
敦也 小瀬
海惠 小橋
耕平 島筒
雄一郎 町田
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Ivry Inc
Original Assignee
Ivry Inc
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Application filed by Ivry Inc filed Critical Ivry Inc
Priority to JP2024553912A priority Critical patent/JP7623763B1/ja
Publication of WO2024209953A1 publication Critical patent/WO2024209953A1/fr
Anticipated expiration legal-status Critical
Pending legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services

Definitions

  • the present invention relates to an information processing system and an information processing method that executes processing related to Q&A.
  • Patent Document 1 describes the following technology. That is, a control unit of a system according to Patent Document 1 masks a part of each of a plurality of pieces of pre-stored question and answer information based on a specific masking condition.
  • the control unit generates, for the masked question and answer information, first similarity information between the masked question and answer information and other question and answer information, and second similarity information between the masked question and answer information and an already created FAQ (Q&A).
  • the control unit generates priority information for creating an FAQ for the masked question and answer information based on the first similarity information and the second similarity information.
  • Patent Document 1 techniques for supporting efficient Q&A creation have been proposed.
  • Q&A the field of Q&A, there is a constant demand for more efficient Q&A creation.
  • this field there is a demand in this field for the provision of new methods for supporting efficient Q&A creation.
  • the present invention was made to solve these problems, and aims to provide a new method for supporting the efficient creation of Q&As.
  • the information processing system provides a user interface for configuring settings related to automatic telephone response, and generates basic question information corresponding to questions in the Q&A and basic answer information corresponding to answers to the Q&A based on the settings configured using the user interface.
  • the purpose of telephone auto-response is to automatically and appropriately respond to inquiries made by callers. Therefore, the settings related to telephone auto-response include information useful for creating Q&As that include questions and answers.
  • basic question information corresponding to questions in the Q&A and basic answer information corresponding to answers to the Q&A are generated based on settings made using a user interface for making settings related to telephone auto-response. Therefore, the present invention can support efficient creation of Q&As by making optimal use of settings related to telephone auto-response that include information useful for creating Q&As.
  • FIG. 1 is a diagram showing an example of the configuration of a Q&A related system.
  • FIG. 2 is a block diagram illustrating an example of a functional configuration of the information processing server and the terminal.
  • FIG. 3 is a diagram showing an example of a general automatic telephone response rule.
  • FIG. 4 shows the contents of records in each database.
  • FIG. 5 is a diagram showing an example of the rule setting initial screen.
  • FIG. 6 is a diagram showing an example of a voice guidance rule setting screen.
  • FIG. 7 is a diagram showing an example of the registration necessity confirmation screen.
  • FIG. 8 is a diagram showing an example of a call transfer rule setting screen.
  • FIG. 9 is a diagram showing an example of the registration necessity confirmation screen.
  • FIG. 10 is a diagram showing an example of an SMS transmission rule setting screen.
  • FIG. 10 is a diagram showing an example of an SMS transmission rule setting screen.
  • FIG. 11 is a diagram showing the input and output of the analytical model.
  • FIG. 12 is a diagram showing an example of the Q&A list screen.
  • FIG. 13 is a diagram showing the first estimation model.
  • FIG. 14 is a diagram showing the second estimation model.
  • FIG. 15 is a diagram showing inputs and outputs of an analytical model according to a modified example.
  • FIG. 16 is a diagram showing a configuration of an information processing system.
  • Fig. 1 is a diagram showing an example of the configuration of a Q&A related system 1 (information processing system) according to this embodiment.
  • the Q&A related system 1 includes an information processing server 2 (information processing system, server, computer) and one or more terminals 3 (information processing system, terminal, computer). Both the information processing server 2 and the terminals 3 can be connected to a network N including the Internet, a telephone network, and other communication networks.
  • the information processing server 2 is a server device connected to the network N.
  • the information processing server 2 provides users with services related to telephone automatic response and services related to Q&A.
  • the user is an organization or individual who conducts business or other activities using the telephone.
  • the user is a restaurant that provides food and drink, a retail store that sells products, a hotel or inn operator, a manufacturer that manufactures products, or a service provider that provides services.
  • an individual who belongs to the organization is also called a "user".
  • the telephone automatic response means that when a call is made to a telephone number assigned to a user, the call is automatically answered according to a predetermined setting.
  • the telephone number assigned to a user is referred to as a "user telephone number”.
  • Q&A is a combination of questions and answers.
  • Q&A may be called FAQ, a collection of questions and answers, or frequently asked questions.
  • the information processing server 2 is represented by one block. However, this does not mean that the information processing server 2 is composed of a single server device.
  • the information processing server 2 may be composed of multiple server devices.
  • the server devices constituting the information processing server 2 may include a web server or a web application server.
  • a system may be configured with multiple server devices having the same functions for load balancing, facilitating communication, and other purposes. In this configuration, requests are distributed to each server device by, for example, a load balancer.
  • the information processing server 2 may be one or more server devices among the multiple server devices constituting the system.
  • Terminal 3 is a computer used by a user.
  • Terminal 3 is equipped with a display device 4, such as an LCD display, an organic EL display, or another type of display device.
  • terminal 3 is connected to display device 4.
  • Terminal 3 may be of any type as long as it is a computer equipped with a browser.
  • a desktop computer, a notebook computer, or a tablet computer can function as terminal 3.
  • the information processing server 2 has a server information processing unit 10 (information processing unit) and a server communication unit 11 as its functional configuration.
  • the terminal 3 has a terminal information processing unit 12 and a terminal communication unit 13 as its functional configuration.
  • the above-mentioned functional blocks 10 to 13 can be configured by any of hardware, DSP (Digital Signal Processor), and software.
  • DSP Digital Signal Processor
  • the above-mentioned functional blocks 10 to 13 are actually configured with a computer's CPU, RAM, ROM, etc., and are realized by the operation of a program stored in a recording medium such as a RAM, ROM, hard disk, or semiconductor memory.
  • the server information processing unit 10 includes a processing device including a CPU and a primary storage device.
  • the server information processing unit 10 executes processing by the processing device reading out a program stored in the server storage unit 14 (or another storage area) into the primary storage device and executing it.
  • the various functions of the server information processing unit 10 are realized by the processing device of the server information processing unit 10 executing a program.
  • the terminal information processing unit 12 can also be configured in a similar manner to the server information processing unit 10.
  • the server communication unit 11 communicates with devices connected to the network N and other external devices according to a specified protocol.
  • the terminal communication unit 13 communicates with devices connected to the network N and other external devices according to a specified protocol.
  • the server communication unit 11 according to this embodiment includes a communication device having a function of communicating with an external device.
  • the communication device includes a communication control device and a network interface.
  • the server communication unit 11 communicates with the external device by the communication device under the control of the server information processing unit 10.
  • the terminal communication unit 13 can also be configured similarly to the server communication unit 11. In the following, detailed explanations of communication using the network N by the information processing server 2 and other communications will be omitted, assuming that they are appropriately performed by the server communication unit 11. Similarly, detailed explanations of communication using the network N by the terminal 3 and other communications will be omitted, assuming that they are appropriately performed by the terminal communication unit 13.
  • the information processing server 2 includes a server storage unit 14 as a storage means.
  • the server storage unit 14 includes a hard disk drive (or other magnetic storage device), a ROM, a flash memory, or other non-volatile memory.
  • the terminal 3 also includes a storage means.
  • the information processing server 2 has a function as an IVR server.
  • the server information processing unit 10 detects when a call is made to the user's telephone number and executes the automatic telephone response.
  • the server information processing unit 10 presents options in the response process and can also perform further response processing according to the selection of an option by the caller. In this way, the server information processing unit 10 performs response processing in stages (hierarchically) according to a hierarchical structure.
  • Voice guidance refers to providing voice guidance as a response processing. In voice guidance, guidance text is output aloud.
  • Call transfer refers to transferring a call as a response processing and connecting the call to a respondent. For example, when connecting a call to an operator (responder), a call transfer is performed. However, call transfer includes transferring a call after outputting a voice indicating that the call will be transferred.
  • SMS transmission refers to sending a message by SMS with the caller's phone number as the destination. However, SMS transmission includes sending a message by SMS after outputting a voice indicating that the message will be sent.
  • Voice recording refers to recording a voice (assuming the caller's speech). However, voice recording includes recording a voice after outputting a voice indicating that the voice will be recorded.
  • FIG. 3 is a diagram showing an example of a comprehensive telephone automatic response rule (hereinafter referred to as a "comprehensive rule").
  • the hierarchical structure shown as an example in FIG. 3 is a three-layer structure with layers 0 to 2. Below, we will explain the process that the information processing server 2 executes as a telephone automatic response when a call is made to the user telephone number of user X, assuming that the comprehensive rule shown in FIG. 3 is set for user X.
  • FIG. 4 (A) is a diagram showing the contents of one record in the setting database 16.
  • one record in the setting database 16 has the following fields: user telephone number ⁇ field>, response processing setting information ⁇ field>, and hierarchical structure setting information ⁇ field>. Note that the expression " ⁇ field>" indicates that the corresponding term is a field or item that has a value. For a record of a certain user, the user telephone number ⁇ field> stores the user telephone number of the certain user.
  • the response processing setting information ⁇ field> stores the response processing setting information of the certain user.
  • the response processing setting information is information that includes the setting contents (response processing rules) set for the user for each response process.
  • the hierarchical structure setting information ⁇ field> stores the hierarchical structure setting information of the certain user.
  • Hierarchical structure setting information is information that indicates the hierarchical structure set by the user.
  • the server information processing unit 10 When executing the response process S0, the server information processing unit 10 identifies the record of user X from among the records in the setting database 16. Next, the server information processing unit 10 refers to the response process setting information and hierarchical structure setting information of the record of user X and executes the response process S0. The server information processing unit 10 executes the other response processes in the same procedure.
  • the response process S0 is a voice guidance type, and an option presentation guide is performed.
  • the option presentation guide is a response process that prompts the caller to select an option by performing a voice output that presents multiple options.
  • the options presented in the option presentation guide are numbers that can be specified with the dial key.
  • the value of the option is specifically indicated, it is expressed by adding the number to the number, such as "number 1" and "number 2.”
  • the dial key includes not only physical buttons but also software buttons (for example, buttons displayed on the touch screen of a smartphone).
  • the server information processing unit 10 presents options and guidance, saying, "For inquiries about the business location, please select option 1, and for other inquiries, please select option 2."
  • the server information processing unit 10 executes the response process S1 of the first layer.
  • the response process S1 is a voice guidance type, and presents options and guidance, saying, "If you want to know the address, please select option 1. If you want to know the route from XX station to the store, please select option 2. For other inquiries, please select option 3.”
  • the server information processing unit 10 executes the response process S1-1 of the second layer.
  • the response process S1-1 is a voice guidance type, and voice output of "The address is XX" (i.e., voice guidance that conveys the address) is performed.
  • the server information processing unit 10 executes the response process S1-2 of the second layer.
  • the response process S1-2 is an SMS transmission type, and a message indicating the route from XX station to the store is sent by SMS to the caller's phone number.
  • option 3 is selected in response process S1
  • the server information processing unit 10 executes response process S1-3 on the second layer.
  • Response process S1-3 is a type of call forwarding, in which the call is forwarded to a preset telephone number and connected to an operator (responder).
  • response process S1-3 When response process S1-3 is executed, the call is transferred to an operator, and a conversation takes place between the caller and the operator. In this embodiment, the conversation between the caller and the operator is recorded, and recorded data (audio file) is generated. However, the caller is informed in advance that the conversation will be recorded.
  • recorded data is generated in conjunction with the execution of response process S1-3, the server information processing unit 10 executes the following recording-related processes.
  • Fig. 4(B) is a diagram showing one record in the recording database 17.
  • one record in the recording database 17 has fields including a user telephone number ⁇ field>, recording data ⁇ field>, route information ⁇ field>, response processing setting information ⁇ field>, and hierarchical structure setting information ⁇ field>.
  • the server information processing unit 10 In the recording-related processing, the server information processing unit 10 generates one record in the recording database 17.
  • the server information processing unit 10 stores the user X's user phone number in the user phone number ⁇ field> of the generated record, and stores the generated recording data in the recording data ⁇ field>.
  • the server information processing unit 10 also stores the passing route information in the passing route information ⁇ field> of the generated record.
  • the passing route information is information indicating the route (hereinafter referred to as the "passing route") taken from the response process (response process S0 in this example) that is the root of the hierarchical structure to the response process (response process S1-3 in this example) that led to the generation of the recording data. As shown in FIG.
  • the passing route to response process S1-3 is response process S0 ⁇ response process S1 ⁇ response process S1-3
  • the server information processing unit 10 stores the passing route information indicating this passing route in the passing route information ⁇ field>.
  • the server information processing unit 10 also stores response processing setting information for user X in the response processing setting information ⁇ field> of the generated record, and stores hierarchical structure setting information for user X in the hierarchical structure setting information ⁇ field>.
  • the server information processing unit 10 acquires the response processing setting information and hierarchical structure setting information for user X from the setting database 16. This completes the recording-related process. As described above, in the recording-related process, one record containing recording data is generated in the recording database 17.
  • the server information processing unit 10 executes response process S2 in the first layer.
  • the type of response process S2 is voice guidance, and the option presentation guidance is given, saying, "If you want to record a message, select option 1, otherwise select option 2.”
  • the server information processing unit 10 executes response process S2-1 in the second layer.
  • the type of response process S2-1 is voice recording, and the caller's speech is recorded.
  • the server information processing unit 10 executes the recording-related process described above and generates one record in the recording database 17.
  • the server information processing unit 10 executes response process S2-2 in the second layer.
  • the type of response process S2-2 is call forwarding, and the call is forwarded to a predetermined telephone number that has been set up, and the call is connected to an operator.
  • the server information processing unit 10 executes the above-mentioned recording-related processing and generates one record in the recording database 17. This completes the automatic telephone response performed by the information processing server 2 for user X.
  • response process options are presented in the response process, and further response processes are performed depending on the selection of an option, so that the response processes are performed in stages (hierarchically) according to a hierarchical structure.
  • the user can set the content of each response process (response process rules) and can also set the hierarchical structure of the response processes.
  • a user who wishes to set the contents of the response process launches a browser on the terminal 3 used by the user and instructs access to a specific URL of the information processing server 2.
  • the terminal information processing unit 12 of the terminal 3 accesses the specific URL using the browser's functions.
  • the server information processing unit 10 of the information processing server 2 properly authenticates the user using a specific method, and then responds to the terminal 3 with an HTML file (including associated data) for displaying a main screen.
  • the terminal information processing unit 12 of the terminal 3 receives the HTML file and uses the browser's functions to display the main screen on the display device 4 based on the HTML file.
  • FIG. 5 is a diagram showing an example of the screen 18.
  • the screen 18 has a response process name input field 19 (name input field).
  • the input field 19 is a field for inputting a name to be given to the response process (hereinafter referred to as the "response process name") as a character string.
  • the user decides on the response process name and inputs it into the input field 19.
  • FIG. 5 shows the state in which the character string "Please tell me your address.” has been input into the input field 19 as the response process name.
  • a type selection area 20 is provided below the input field 19 on the screen 18.
  • Area 20 is an area for selecting the type of response processing. As described above, there are four types of response processing: “voice guidance,” “telephone transfer,” “SMS transmission,” and “voice recording.” As shown in FIG. 5, area 20 displays an icon for each of the four types of response processing, and the user can select one of the types of response processing by selecting one of the icons. Below, we will explain in order the processing of the information processing server 2 when each type of response processing is selected.
  • the server information processing unit 10 converts the screen 18 into a voice guidance rule setting screen 21 (FIG. 6).
  • the screen 18 and the screen converted from the screen 18 are collectively referred to as a rule setting screen 22.
  • the rule setting screen 22 corresponds to a "setting user interface.”
  • the rule setting screen 22 related to voice guidance corresponds to a "guidance-related user interface.”
  • FIG. 6 is a diagram showing the screen 21. As shown in FIG. 6, the screen 21 has a voice content input field 24.
  • the input field 24 corresponds to a "guidance content input field.”
  • the input field 24 is an input field for inputting the sentence of the voice guidance (hereinafter referred to as "guidance sentence") as text.
  • the sentence entered in the input field 24 is output as a voice during voice guidance. The user can freely set the content of the guidance sentence.
  • option presentation and guidance may be performed as a response process. If the user intends for the information processing server 2 to perform option presentation and guidance as a response process, the user inputs guidance text including text presenting and providing guidance for each option (hereinafter referred to as "option guidance text") into the input field 24. It is also assumed that the caller will call the user's telephone number to make some kind of inquiry about the user. If the user intends for the response process to be provided with a voice response to the caller's inquiry, the user inputs text indicating the answer into the input field 24.
  • a voice playback button 25 When the button 25 is selected, the server information processing unit 10 executes the following process. That is, the server information processing unit 10 synthesizes the guidance text entered in the input field 24 using existing voice synthesis technology, converts it into a voice file, and plays the voice file to output the text as voice from the speaker of the terminal 3.
  • the content of the response process set by the rule setting screen 22 is referred to as the "response processing rule”.
  • the server information processing unit 10 executes the response process according to the corresponding response processing rule.
  • the save button 26 When the user has completed inputting into the screen 21, he or she selects the save button 26 at the bottom of the screen.
  • the server information processing unit 10 executes a setting update process and a voice guidance setting Q&A registration process (hereinafter referred to as the "first registration process"). Each process will be explained below.
  • the server information processing unit 10 accesses the setting database 16 of the server storage unit 14. After accessing the setting database 16, the server information processing unit 10 identifies a record corresponding to the user's user telephone number. For example, the server information processing unit 10 identifies the user telephone number at the time of authentication. Next, the server information processing unit 10 updates the content of the response processing setting information of the identified record so as to reflect the content of the response processing rule entered in the rule setting screen 22. Reflecting the content of the response processing rule also includes generating and registering the necessary audio files. This completes the setting of the response processing rule.
  • Fig. 7 is a diagram showing an example of the screen 27.
  • the screen 27 displays information inquiring whether to register Q&A basic information in which the "response process name input in the response process name input field 19" is the question basic information and the "guidance sentence input in the voice content input field 24" is the answer basic information.
  • the screen 27 also has a Yes button 28 for instructing to register the Q&A basic information and a No button 29 for instructing not to register.
  • the server storage unit 14 stores a Q&A related database 30 for each user phone number.
  • FIG. 4(C) shows information indicating one record in the database 30.
  • one record in the database 30 has fields including key information ⁇ field>, Q&A basic information ⁇ field>, and display/non-display flag ⁇ field>.
  • the Q&A basic information ⁇ field> has question basic information ⁇ field> and answer basic information ⁇ field>.
  • the key information stores identification information of a unique value.
  • one database 30 is registered in the server storage unit 14 for one user phone number. Multiple records (Q&A basic information) can be registered in one database 30.
  • the server information processing unit 10 ends the first registration process.
  • the server information processing unit 10 references the database 30 in the server storage unit 14 that corresponds to the user's user phone number, and registers one record in that database.
  • the server information processing unit 10 stores a value unique within the database in the key information ⁇ field> of the generated record, stores the response process name entered in the input field 19 in the question basic information ⁇ field>, stores the guidance text entered in the input field 24 in the answer basic information ⁇ field>, and stores the default value, on, in the display availability flag ⁇ field>.
  • the server information processing unit 10 has the function of providing a rule setting screen 22 (guidance-related user interface) including an input field 24 (guidance content input field) for inputting guidance text and an input field 19 (name input field) for inputting the name of a response process on a display device 4 that is visible to the user, by executing a program with a processing device including a CPU.
  • the server information processing unit 10 also has the function of generating question basic information based on information input by the user into the input field 19 of the user interface displayed on the display device 4, and generating answer basic information based on information input by the user into the input field 24, by executing a program with a processing device including a CPU.
  • a response to an inquiry may be output by voice.
  • the voice in response to an inquiry about an address, the voice "The address is ____” is output.
  • the outputted answer (the guidance text entered in the input field 24) can be effectively used as information that serves as the basis for the answer to the Q&A.
  • the response process name is expected to be set to a wording that indicates the expected question so that the content of the response process can be intuitively understood.
  • the response process name for response process S1-1 is expected to be set to a wording that indicates a question about an address, such as "Question about address” and "Please tell me your address.”
  • the response process name can be registered as basic question information if the user wishes, it is expected that the response process name will be set to a wording that indicates a question.
  • the user can freely set the response process name, so that the response process name for a response process in which a response to an inquiry is given may not be a wording that indicates a question.
  • the user can edit the content of the basic question information later, so this does not cause any disadvantage to the user.
  • the configuration may also be such that the user is prompted to enter a wording that represents the question in the response process name.
  • the presented question basic information and answer basic information cannot be edited on screen 27, but it may be editable on screen 27. This is true not only for screens 27 related to voice guidance, but also for screens 27 related to other types of response processing.
  • FIG. 8 is a diagram showing the screen 31.
  • the screen 31 includes a pre-forwarding voice content input field 33 and a forwarding destination telephone number input field 34.
  • the input field 33 is an input field in which the contents of the voice output before the call forwarding is performed are input. It is assumed that a sentence such as "your call will be forwarded" that informs the user that the call forwarding will be performed is input into the input field 33.
  • the sentence input into the input field 33 is output as a voice.
  • the input field 34 is an input field in which the number of the forwarding destination is input.
  • the server information processing unit 10 executes the setting update process described above, and further executes a call forwarding setting Q&A registration process (hereinafter referred to as the "second registration process").
  • the server information processing unit 10 updates the content of the response processing setting information of the corresponding record in the setting database 16. The second registration process will be described below.
  • Fig. 9 is a diagram showing an example of the screen 27.
  • the screen 27 displays information inquiring whether to register Q&A basic information in which the "response process name entered in the response process name input field 19" is the question basic information and " ⁇ action> respond by telephone” is the answer.
  • " ⁇ action> respond by telephone” does not mean a sentence that should be a reply to the question, but means an action that should be taken in response to the question. In other words, it means that the answerer should respond to the question by an action of responding by telephone, rather than responding to the question with the sentence " ⁇ action> respond by telephone".
  • the server information processing unit 10 ends the second registration process.
  • the server information processing unit 10 registers one record in the database 30 corresponding to the user's user phone number.
  • the server information processing unit 10 stores a value that is unique within the database in the key information ⁇ field> of the generated record, stores the response process name entered in the input field 19 in the question basic information ⁇ field>, stores the information " ⁇ action> response by telephone" in the answer basic information ⁇ field>, and stores the default value, on, in the display/non-display flag ⁇ field>.
  • the server information processing unit 10 has a function of generating answer basic information indicating that a response should be made by telephone (that the action indicated by the type of response process should be executed) when the user selects telephone forwarding as the type of response process on the rule setting screen 22 (setting user interface) by executing a program with a processing device including a CPU.
  • a certain type of response process is telephone forwarding
  • the call is forwarded to a set telephone number, and a human respondent answers the call. Therefore, when the type of response process is telephone forwarding, it can be said that it is assumed that a human would respond to the user's question by telephone.
  • answer basic information is generated indicating that the action "answer by telephone" should be executed, so that an answer appropriate to the question can be used as the answer basic information.
  • FIG. 10 is a diagram showing the screen 35.
  • the screen 35 has a pre-transmission voice content input field 36 and a message input field 37.
  • the input field 37 corresponds to a "guidance content input field”.
  • the input field 36 is an input field in which the content of the voice to be output before the message is transmitted by SMS is input.
  • the text input in the input field 36 is output as voice.
  • the input field 37 is an input field in which the content of the message to be transmitted is input.
  • server information processing unit 10 executes the setting update process described above, and then executes SMS setting Q&A registration process (hereinafter referred to as "third registration process").
  • the setting update process server information processing unit 10 updates the contents of the response processing setting information of the corresponding record in setting database 16.
  • the third registration process is similar to the first registration process, and will be explained briefly below.
  • the server information processing unit 10 pops up a screen 27.
  • the screen 27 displayed here is a screen that, like the screen 27 in Fig. 7, displays information inquiring whether to register Q&A basic information in which the "response process name entered in the response process name input field 19" is the question basic information and the "message entered in the message input field 37" is the answer basic information.
  • the screen 27 also has an affirmative button 28 and a negative button 29. When the negative button 29 on the screen 27 is selected by the user, the server information processing unit 10 ends the third registration process.
  • the server information processing unit 10 registers one record in the database 30 corresponding to the user telephone number of the user to which the user belongs.
  • the server information processing unit 10 stores a value unique within the database in the key information ⁇ field> of the generated record, stores the response process name entered in input field 19 in the question basic information ⁇ field>, stores the message entered in input field 37 in the answer basic information ⁇ field>, and stores the default value, which is on, in the display/non-display flag ⁇ field>.
  • the server information processing unit 10 has the function of providing an SMS sending rule setting screen 35 (guidance-related user interface) including an input field 37 (guidance content input field) where the user inputs the contents of the message to be sent by SMS, and an input field 19 (name input field) by executing a program with a processing device including a CPU. Furthermore, the server information processing unit 10 has the function of generating basic question information based on the information entered in input field 19, and generating basic answer information based on the information entered in input field 37 by executing a program with a processing device including a CPU.
  • a response to an inquiry may be sent as a message.
  • the message “Exit the north exit of XX station, go straight down the road, and turn right at the first intersection.” is sent.
  • the server information processing unit 10 generates answer basic information based on the information entered in the input field 37.
  • the response processing name can be effectively used as information that serves as the basis for questions in Q&A.
  • the message sent by SMS is assumed to be text.
  • the message may also include images, illustrations, videos, and other media.
  • the basic answer information may also include images, illustrations, videos, and other media.
  • the server information processing unit 10 converts the screen 18 to a voice recording rule setting screen (not shown).
  • This screen is provided with a pre-recording voice guidance input field in which the contents of the voice to be output before voice recording is input, a voice playback button 25, and a save button 26.
  • the server information processing unit 10 executes the setting update process described above, and further executes a voice recording setting Q&A registration process (fourth registration process).
  • the fourth registration process is similar to the second registration process described above, and will be briefly described.
  • the server information processing unit 10 pops up a screen 27.
  • the screen 27 displayed here contains information inquiring whether to register Q&A basic information in which the "response process name entered in the response process name input field 19" is the question basic information and " ⁇ action> record the telephone conversation" is the answer. " ⁇ action> record the telephone conversation” means that the question should be answered with the action of recording the telephone conversation.
  • the server information processing unit 10 ends the fourth registration process.
  • the server information processing unit 10 creates a record in the database 30 that corresponds to the user telephone number of the user to which the user belongs.
  • the server information processing unit 10 stores a value that is unique within the database in the key information ⁇ field> of the created record, stores the response process name entered in the input field 19 in the question basic information ⁇ field>, stores the information " ⁇ action> Record telephone utterance" in the answer basic information ⁇ field>, and stores the default value, on, in the display/non-display flag ⁇ field>.
  • the server information processing unit 10 has a function to generate answer basic information indicating that the telephone utterance should be recorded when the user selects voice recording as the type of response processing on the rule setting screen 22 (setting user interface). This function is exercised by the processing device of the server information processing unit 10 executing a program.
  • the type of response processing is voice recording
  • the inquiry may be advice, complaints, or other comments for the user.
  • answer basic information is generated indicating that the action "record the telephone utterance" should be taken, so that an answer appropriate to the question can be used as the answer basic information.
  • the server information processing unit 10 provides a rule setting screen 22 in response to a request from the user, and accepts editing instructions.
  • the hierarchical structure setting screen is a screen that provides tools to allow the user to freely set a hierarchical structure for multiple response processes for which response processing rules have been set by the user.
  • each response process is divided into blocks, and the hierarchical structure can be set by arranging each block hierarchically.
  • the hierarchical structure setting screen can be any screen that allows the user to set a hierarchical structure.
  • the user first sets response processing rules for each of the response processes S0, S1, S2, S1-1, S1-2, S1-3, S2-1, and S2-2 using the rule setting screen 22.
  • the user sets up the hierarchical structure shown in FIG. 3 using the hierarchical structure setting screen.
  • the comprehensive rule indicates a combination of the hierarchical structure set up by the user for telephone auto-answering and the response processing rules for each response process.
  • the server information processing unit 10 of the information processing server 2 executes a sound recording data analysis process on the newly generated sound recording data.
  • the timing of executing the sound recording data analysis process is not limited to the timing exemplified in this embodiment.
  • the server information processing unit 10 may be configured to periodically check whether unprocessed sound recording data exists, and if so, execute a sound recording data analysis process on the unprocessed sound recording data. Below, the sound recording data analysis process performed on the sound recording data related to user X will be explained.
  • Figure 11 is a diagram showing a schematic flow of the audio recording analysis process.
  • a "sentence” refers to the smallest unit of semantically coherent expression, and is assumed to end with a period. For example, “It's raining today” and “This is a pen” each correspond to a sentence. Also, a “sentence” refers to a series of coherent information consisting of one or more sentences. For example, the information “It's raining today. It will rain tomorrow as well” (assuming there are no other consecutive sentences) corresponds to a sentence.
  • the server information processing unit 10 identifies the record to be processed (i.e., the record newly generated in response to the generation of the recording data) from among the records in the recording database 17.
  • the record identified here is referred to as the record to be processed.
  • the server information processing unit 10 uses the text conversion model 40 to execute the following process on the recording data contained in the record to be processed.
  • the server information processing unit 10 uses the text conversion model 40 to convert the recorded data into text, and then performs normalization on the textualized object to generate recorded text data.
  • Recorded text data is text data in which a recorded conversation or speech is recorded as a text consisting of one or more consecutive sentences. All existing technologies, including voice recognition technology, can be used for the text conversion and normalization. For example, assume that the recorded data contains the following conversation between a caller and an operator: Operator: "Thank you for calling. This is XX.” ⁇ Caller: “Are you off today?" ⁇ Operator: “We are open today.” ⁇ Caller: “Thank you.” In this case, the recorded text data is data in which the sentence "Thank you for calling. This is XX. Are you off today? We are open today. Thank you” is written in text form.
  • the server information processing unit 10 uses the first preprocessing model 41 to perform necessary processing such as morphological analysis, categorization, and feature processing on the recorded text data to generate information for recording-related processing (hereinafter referred to as "first processing information").
  • the first processing information is information that can be processed by the analysis model 43.
  • the server information processing unit 10 uses the second preprocessing model 42 to convert the passing route information of the record to be processed into information for passing route-related processing (hereinafter referred to as "second processing information").
  • the server information processing unit 10 uses the third preprocessing model 44 to convert the response processing setting information of the record to be processed into information for response processing-related processing (hereinafter referred to as "third processing information”).
  • the server information processing unit 10 uses the fourth preprocessing model 45 to generate information for hierarchical structure-related processing (hereinafter referred to as "fourth processing information").
  • the server information processing unit 10 executes the following process using the analytical model 43. That is, the server information processing unit 10 analyzes the recorded data by reflecting the path leading to the response process that caused the recorded data to be generated in the hierarchical structure, and the response processing rules set for the response processes within that path.
  • the analytical model 43 is a trained model that has been machine-learned using a predetermined method. As shown in FIG. 11, the analytical model 43 receives the first to fourth processing information and the recorded text data as input.
  • the analytical model 43 has the following functions. That is, the analytical model 43 determines whether a sentence or a combination of multiple sentences included in the recorded text data corresponds to any of multiple types of question types prepared in advance. Hereinafter, a concept including a sentence or a combination of multiple sentences is called a "unit sentence". Furthermore, when the analytical model 43 determines that the unit sentence is a specific type of question, if a slot (an element of the specific type of question) is defined for the specific type, it identifies the slot. The analytical model 43 outputs the identified question type and the identified slot.
  • Existing intent interpretation technology is applied to this process. Note that the process targeting the unit sentence is not performed using the unit sentence itself described in the recorded text data, but using information corresponding to the unit sentence in the first processing information. However, the unit sentence itself may also be used.
  • type A1 questions about business hours
  • type A2 questions about addresses
  • type A3 questions about product prices.
  • product information product name, product number, type of product, etc.
  • the analysis model 43 calculates the probability that this unit sentence falls into types A1 to A3, and identifies one question type whose probability satisfies a certain condition.
  • the analysis model 43 determines that the unit sentence does not fall into any of the question types. If the analysis model 43 identifies type A3, the analysis model 43 further identifies product Y as the intent. By identifying type A3 as the question type for the unit sentence and product Y as the slot, it becomes possible to determine that the unit sentence is a question inquiring about the price of product Y.
  • the analytical model 43 when the analytical model 43 identifies a question type for a certain unit sentence, it identifies the unit sentence that contains the answer to the question.
  • a unit sentence that contains an answer is referred to as an "answer unit sentence”.
  • This process applies intent interpretation techniques and other text analysis techniques. Therefore, when the analytical model 43 identifies a question type for a certain unit sentence, it identifies the unit sentence that pairs with it (answer unit sentence). The analytical model 43 outputs the identified unit sentence.
  • the second processing information, the third processing information, and the fourth processing information are input to the analytical model 43 as parameters.
  • the analytical model 43 can analyze the unit sentence by reflecting the path leading to the response process that caused the recording data to be processed to be generated in the hierarchical structure of response processes, and the response processing rules set for the response processes within that path.
  • the response process that caused the recording data to be processed to be generated is response process S1-3.
  • the second processing information, the third processing information, and the fourth processing information are input to the analytical model 43 so that the unit sentence is analyzed by reflecting the "path leading to response process S1-3 (path of response process S0 ⁇ response process S1 ⁇ response process S1-3)" and the "response processing rules of response process S0, response processing rules of response process S1, and response processing rules of response process S1-3.”
  • Response process S1 is executed when "inquiry about business location” is selected in response process S0, and response process S1-3 is executed when "inquiry about address” and "inquiry about route from XX station to store" are not selected in response process S1. Therefore, in the conversation between the caller and the operator after response process S1-3, the caller is considered to ask "a question about business location, not about address, and not about route from XX station to store.” Based on this, analysis model 43 sets a higher probability for the question type of the unit sentence based on the recorded data related to response process S1-3 than the question type corresponding to "a question about business location, not about address, and not about route from XX station to store.”
  • the analytical model 43 is a model trained by machine learning.
  • the analytical model 43 is trained by learning data including transit path information, response processing setting information, and hierarchical structure setting information.
  • the analytical model 43 is optimized so that, for a certain unit sentence, the transit path leading to the corresponding response processing and the response processing rules of each response processing are reflected to derive the probability of the question type, and the unit sentence related to the answer is identified. Note that the fact that learning data including information corresponding to the model input is used during machine learning of the model is the same for models other than the analytical model 43.
  • the server information processing unit 10 uses the analysis model 43 having the above functions to derive a combination of the "question type identified for the unit sentence" and the answer unit sentence for the recorded text data.
  • the question type may also include a slot. This will also be the case below.
  • this combination will be referred to as "extracted information.”
  • the "question type identified for the unit sentence (which may also include a slot)" is information that is presumed to be a question
  • the answer unit sentence is information (text) that is presumed to be an answer.
  • the process by which the server information processing unit 10 derives the extracted information corresponds to the process of presuming a question and an answer.
  • the server information processing unit 10 executes the following process for each piece of extracted information. That is, the server information processing unit 10 generates question basic information based on the "question type specified for the unit sentence" of the extracted information. Note that a format for generating question basic information is determined for each question type, and the server information processing unit 10 generates question basic information according to the format. For example, for a unit sentence of "How much does product Y, which was recently released, cost?", the server information processing unit 10 specifies "Type A3: Question about product price" as the question type and "Product Y" as the slot. In this case, the server information processing unit 10 generates question basic information of, for example, "How much does product Y cost?".
  • the server information processing unit 10 generates answer basic information based on the answer unit sentence of the extracted information.
  • the server information processing unit 10 uses the answer unit sentence as it is as the answer basic information.
  • the server information processing unit 10 may be configured to modify the answer unit sentence.
  • the server information processing unit 10 generates one record in the database 30 of the corresponding user telephone number.
  • the server information processing unit 10 stores a unique value in the key information ⁇ field> of the generated record, question basic information in the question basic information ⁇ field>, answer basic information in the answer basic information ⁇ field>, and the default value, which is on, in the display/non-display flag ⁇ field>.
  • the server information processing unit 10 has the function of analyzing the recorded data generated in the first response process, reflecting the path in the hierarchical structure leading to the first response process and the settings made using the setting user interface for the response processes within that path, inferring questions and answers, generating question basic information based on the inferred questions, and generating answer basic information based on the inferred answers.
  • This function is exercised by the processing device of the server information processing unit 10 executing a program.
  • FIG. 12 is a diagram showing an example of screen 47.
  • the server information processing unit 10 refers to the database 30 corresponding to the user's user telephone number, and displays screen 47 based on each record in the database.
  • screen 47 is provided with a Q&A basic information list area 48. Records are formed in area 48, and each record displays Q&A basic information that is a combination of question basic information and answer basic information. Each record in area 48 corresponds to each record in database 30, and all Q&A basic information registered in database 30 is displayed in area 48.
  • the Q&A basic information displayed in area 48 the Q&A basic information that is being displayed for the first time is displayed with a mark 49 (a mark containing the character "NEW" in FIG. 12) indicating that it is being displayed for the first time.
  • a mark 49 a mark containing the character "NEW" in FIG. 12
  • the server information processing unit 10 adds the mark 49 to the Q&A basic information of the records in the database 30 whose display/non-display flag is on.
  • the server information processing unit 10 updates the value of the display/non-display flag of the record corresponding to that Q&A basic information to an off value.
  • Each record also has an edit button 50.
  • the edit button 50 for a record is pressed, the question basic information and answer basic information for that record can be edited. Using this, the user can edit the desired question basic information and answer basic information.
  • the server information processing unit 10 updates the content of the question basic information or answer basic information of the corresponding record in the database 30. For example, when the answer basic information is " ⁇ Action> Reply by phone,” the user can change the content of this answer basic information to "Please call XX.” (XX is a phone number).
  • Each record also has a delete button 51 for deleting the record.
  • the user can delete the desired Q&A basic information.
  • the server information processing unit 10 deletes the corresponding record in the database 30.
  • the screen 47 also has a record add button 52.
  • the button 52 When the button 52 is selected, the server information processing unit 10 pops up a Q&A basic information addition screen (not shown) that has at least an input field for inputting question basic information, an input field for inputting answer basic information, and a button for notifying completion of input.
  • the user can input desired information in the input field for question basic information, input desired information in the input field for answer basic information, and select the button for notifying completion of input to instruct the registration of new Q&A basic information.
  • the server information processing unit 10 registers a record having the information input by the user as Q&A basic information in the database 30.
  • the functions of the information processing server 2 allow users to view, edit, add, and delete basic Q&A information at any time.
  • the Q&A basic information when the user configures settings for the automatic telephone response, or when the automatic telephone response is actually performed, the Q&A basic information is automatically generated. Therefore, compared to the case where the user generates Q&A basic information from scratch, the burden on the user in creating Q&As can be effectively reduced. Furthermore, the task of configuring the automatic telephone response is a task performed from a different perspective than the task of intentionally creating Q&As. And according to this embodiment, since the Q&A basic information is generated based on the settings for the automatic telephone response, it is expected that the Q&A basic information will be generated in a way that would not be possible if the user created the Q&A basic information directly. Furthermore, since the Q&A basic information is automatically generated based on the analysis results of the recorded data, the Q&A basic information will be generated with substantial content that reflects actual inquiries.
  • the Q&A basic information can be effectively utilized as useful information related to Q&A.
  • the Q&A basic information can be used as basic information for Q&A to be posted on a company's web page, pamphlet, or other media.
  • the server information processing unit 10 also has a function of executing the following processes under a prior agreement with the user. That is, the server information processing unit 10 has a function of updating the Q&A posted on the user's web page.
  • the server information processing unit 10 also has a function of providing the Q&A basic information (including information based on the Q&A basic information) to the chatpot system, electronic bulletin board system, interactive system, etc. of the target company.
  • An interactive system is a system that responds to questions entered manually, by voice, or by other methods by displaying information, outputting voice, or by other methods.
  • the above-mentioned methods of using the Q&A basic information are merely examples.
  • the server information processing unit 10 of the information processing server 2 provides a user interface for making settings related to automatic telephone responses, and generates question basic information corresponding to questions in Q&A and answer basic information corresponding to answers to Q&A based on settings made using the user interface.
  • a user interface for making settings related to automatic telephone responses is provided, while question basic information corresponding to questions in Q&A and answer basic information corresponding to answers to Q&A are generated based on settings made using the user interface, so that settings related to automatic telephone responses that include information useful for creating Q&A can be suitably used to assist in efficient creation of Q&A.
  • the server information processing unit 10 executes the following process as the first registration process.
  • the server information processing unit 10 executes the following process based on the guidance text entered in the input field 24. That is, the server information processing unit 10 estimates the question and answer based on the guidance text entered in the input field 24.
  • the server information processing unit 10 executes the above process by using a first estimation model 53 that has been machine-learned.
  • the first estimation model 53 receives guidance text as input. Based on the input guidance text, the first estimation model 53 derives the possibility that the question type corresponds to each of multiple question types prepared in advance, and outputs one question type whose probability satisfies a certain condition. There are also cases where none of the question types are output. Furthermore, when the first estimation model 53 outputs a question type, it outputs estimated answer information indicating an estimated answer.
  • the first estimation model 53 estimates an answer based on the question type and the content of the guidance text, and outputs estimated answer information.
  • the guidance text may be configured as estimated answer information.
  • the server information processing unit 10 uses the first estimation model 53 to derive the question type and estimated answer information.
  • the question type is information that is presumed to be a question
  • the estimated answer information is information that is presumed to be an answer.
  • the process of deriving the question type and the estimated answer information corresponds to the process of the server information processing unit 10 presuming the question and the answer.
  • the server information processing unit 10 generates question basic information based on the derived question type, and generates answer basic information based on the derived estimated answer information. Next, the server information processing unit 10 pops up a registration necessity confirmation screen 27 that asks whether or not to register the generated question basic information and answer basic information. After this, the server information processing unit 10 executes the same processing as in the above embodiment.
  • the server information processing unit 10 has the functions of inferring questions and answers based on the information entered in the guidance content input field, generating question basic information based on the inferred question, and generating answer basic information based on the inferred answer.
  • this configuration it is possible to generate highly accurate question basic information and answer basic information based on the inferred results.
  • the server information processing unit 10 may be configured to infer the question and answer using other information in addition to the guidance text.
  • the other information may be, for example, a response process name, a type of response process, user attribute information, or a combination of two or more of these pieces of information.
  • User attribute information is information that indicates the attributes of a user and can contribute to improving the accuracy of the estimation of questions and answers.
  • user attribute information is information related to an address, an industry, a company size, a trade area, or products/services provided by a user.
  • the server information processing unit 10 is configured to infer the question and answer using a response process name, a type of response process, and user attribute information in addition to the guidance text
  • the input of the first estimation model 53 is the guidance text, the response process name, information indicating the type of response process, and user attribute information.
  • the method in which the server information processing unit 10 infers the question and answer using the guidance text is not limited to the exemplified method.
  • a method in which a generation AI model (particularly a language generation AI model) is used is shown below.
  • the server information processing unit 10 When inferring the question and answer, the server information processing unit 10 generates a prompt based on the guidance text to request that the question and answer be inferred from the guidance text.
  • An example of the contents of the prompt is as follows. "You are the person in charge of creating the Q&A. Please infer the questions and answers for the Q&A from the following [text]. [Text] The address is ____.
  • the server information processing unit 10 transmits the generated prompt to a server equipped with the generation AI model, and receives a response to the request (output of the generation AI model) from the server.
  • the response includes a question estimated by the function of the generation AI model of the server, and an answer estimated by the function.
  • the server information processing unit 10 acquires the question and answer included in the response.
  • the above series of processes corresponds to a process of estimating a question and an answer.
  • the above is an example of a method in which the generation AI model is used.
  • the generated prompt may be configured to include information other than the guidance text.
  • the information is, for example, a response process name, a type of response process, or user attribute information.
  • the server information processing unit 10 may use the generated AI model stored in the server storage unit 14 of the information processing server 2, rather than using the generated AI model installed in the server.
  • the source, type, and learning method of the generated AI model are not limited.
  • the generated AI model may be a publicly available general-purpose model, may be an additionally learned model based on a publicly available general-purpose model, or may be an independently learned model. The above points are similar to other examples of the use of the generated AI model.
  • the server information processing unit 10 estimates questions and answers using a machine learning model
  • the method for estimating questions and answers is not limited to the exemplified methods. This also applies to other processes related to estimation.
  • the output of the machine learning model may be configured to be different from the exemplified output.
  • the server information processing unit 10 may be configured to estimate questions and answers using a method other than the method using the machine learning model. This also applies to other processes related to estimation.
  • the first modified example of the first registration process can be applied as a modified example of the third registration process. In this case, the message entered in the input field 37 is used instead of the guidance text.
  • the server information processing unit 10 executes the following process as the first registration process.
  • the first registration process of this modified example is executed when a user updates the content of the response processing rule for one response process in a state in which a hierarchical structure of response processes is set and a response processing rule for each response process is set (hereinafter referred to as a "completed state").
  • a switch that the user can turn on/off depending on whether the state is completed or not is provided on the home screen (or another screen), and the server information processing unit 10 determines whether the state is completed or not based on the state of the switch. In the following, it is assumed that the state is completed.
  • the user edits the input contents on the screen 21 (FIG. 6) for a certain response process (hereinafter referred to as the "noted response process” in the explanation of this modified example) and selects the Save button 26.
  • the server information processing unit 10 executes the following process based on the information entered in the voice content input field 24. That is, the server information processing unit 10 estimates the question and answer based on the guidance text, the path leading to the noted response process in the hierarchical structure (hereinafter referred to as the "noted passing path"), and the response processing rules for each of the response processes in the noted passing path.
  • the server information processing unit 10 executes the above process using the machine-learned second estimation model 54.
  • the second estimation model 54 receives as input the guidance text, the notable passing route information, the response processing setting information, and the hierarchical structure setting information.
  • the notable passing route information is information indicating the notable passing route.
  • the combination of the notable passing route information, the response processing setting information, and the hierarchical structure setting information is referred to as "notable route related information”.
  • the output of the second estimation model 54 is the question type and estimated answer information, similar to the first estimation model 53.
  • the second estimation model 54 analyzes the guidance text by reflecting the route to the notable response processing in the hierarchical structure and the response processing rules of the response processing in the route, and outputs the question type and estimated answer information.
  • the server information processing unit 10 uses the second estimation model 54 to derive the question type and estimated answer information.
  • the server information processing unit 10 generates question basic information based on the derived question type, and generates answer basic information based on the derived estimated answer information.
  • the server information processing unit 10 pops up a screen 27 asking whether to register the generated question basic information and answer basic information. After that, the server information processing unit 10 executes the same process as in the above embodiment.
  • the server information processing unit 10 has a function of estimating questions and answers based on information entered in the guidance content input field of the guidance-related user interface for the first response process, the path leading to the first response process in the hierarchical structure, and settings made using the setting user interface for the response process within that path. With this configuration, it is possible to generate highly accurate question basic information and answer basic information.
  • the server information processing unit 10 may be configured to infer the question and answer using other information in addition to the guidance text and the highlighted route related information.
  • the other information is, for example, a response process name, a type of response process, user attribute information, or a combination of two or more of these pieces of information.
  • the inputs to the second estimation model 54 are the guidance text, the highlighted route related information, the response process name, information indicating the type of response process, and the user attribute information.
  • the method in which the server information processing unit 10 infers the question and answer using the guidance text and the highlighted route related information is not limited to the exemplified method.
  • the server information processing unit 10 may be configured to infer the question and answer using a generative AI model.
  • the server information processing unit 10 can use the generative AI model in a manner similar to the "first modified example of the first registration process.”
  • the second modified example of the first registration process can be applied as a modified example of the third registration process. In this case, the message entered in the input field 37 is used instead of the guidance text.
  • the server information processing unit 10 executes the following process as the first registration process. That is, in the first embodiment, the server information processing unit 10 uses the guidance text as the basic answer information as is, but the server information processing unit 10 according to this modified example uses " ⁇ action> voice guidance" as the basic answer information. Note that in the third registration process, the server information processing unit 10 may be configured to use " ⁇ action> send SMS" as the basic answer information, as in this modified example.
  • the output of the analytical model 43 was a question type and an answer unit sentence.
  • the analytical model 43 according to this modified example outputs a unit sentence including a question (hereinafter referred to as a "question unit sentence") instead of a question type. That is, the analytical model 43 has a function of extracting and outputting a question unit sentence and an answer unit sentence from the recorded text data.
  • the server information processing unit 10 according to this modified example uses the question unit sentence output by the analytical model 43 as question basic information as is or after modification.
  • the server information processing unit 10 uses the answer unit sentence output by the analytical model 43 as answer basic information as is or after modification.
  • the server information processing unit 10 according to this modified example has a function of estimating a question and an answer by extracting a sentence estimated to be a question and a sentence estimated to be an answer from a sentence based on the recorded data.
  • the first modified example may be configured as follows. That is, a question extraction model M1 is prepared, which receives the recorded text data and the associated information and outputs "the location of the character string corresponding to the question in the sentence of the recorded text data".
  • the associated information is information input to the model in addition to the recorded text data, such as additional information, response processing setting information, and hierarchical structure setting information.
  • the location of the character string is information that enables the extraction of the character string from the sentence, such as "the 10th character to the 30th character”.
  • the server information processing unit 10 then extracts the character string indicated by the "location of the character string corresponding to the question" output by the question extraction model M1 from the recorded text data.
  • the server information processing unit 10 uses the extracted character string as it is or modifies it to make it the question basic information.
  • the question extraction model M1 can be suitably used when generating the question basic information based on the recorded text data that is assumed to include a question but not an answer.
  • the question extraction model M1 can be machine-learned by supervised learning that uses pair data of the recorded text data and information indicating the location of the character string corresponding to the question.
  • the server information processing unit 10 may be configured to generate answer basic information using an answer extraction model M2 that outputs the location of a character string corresponding to the answer, instead of the question extraction model M1.
  • the answer extraction model M2 can be machine-learned by supervised learning that uses paired data of recorded text data and information indicating the location of a character string corresponding to the answer.
  • the server information processing unit 10 may be configured to generate question basic information and answer basic information using a question/answer extraction model M3 that outputs the location of a character string corresponding to the question and the location of a character string corresponding to the answer, instead of the question extraction model M1.
  • the question/answer extraction model M3 can be machine-learned by supervised learning that uses paired data of recorded text data, information indicating the location of a character string corresponding to the question, and information indicating the location of a character string corresponding to the answer.
  • the server information processing unit 10 uses a generating AI model to estimate questions and answers.
  • the server information processing unit 10 uses a generating AI model to estimate questions and answers.
  • the server information processing unit 10 generates a prompt that includes recorded text data and information indicating a route (set using a user interface) and requests estimation of a combination of questions and answers from a sentence described in the data, and transmits the prompt to a generating AI model server equipped with a generating AI model.
  • An example of the prompt is as follows. "You are the person in charge of creating the Q&A.
  • the server information processing unit 10 in this modified example has the function of generating a prompt requesting that questions and answers be estimated from this information based on sentences based on recorded data and settings made using the user interface, sending the prompt to the generation AI model server, and estimating the questions and answers based on the response from the generation AI model server.
  • the server information processing unit 10 is configured to request the generation AI model server (generation model) to infer a combination of a question and an answer from the sentences in the recorded text data.
  • the server information processing unit 10 may be configured to request to infer either a question or an answer from the sentences.
  • the server information processing unit 10 requests the generation AI model server to infer a question from the recorded text data.
  • the server information processing unit 10 analyzes the recorded data by reflecting the path leading to the response process that caused the recorded data to be generated in the hierarchical structure and the response process rules set for the response processes in the path.
  • the server information processing unit 10 according to this modified example analyzes the recorded data by further reflecting at least one of the response process name, the type of response process, the user's attributes, the response record, and the telephone history.
  • a call record is a memo that a respondent records after finishing a conversation with a caller. For example, a call record may record "what kind of question was asked, what kind of answer was given," matters that should be made known to the relevant parties, or points to note in the future.
  • a call record may contain information that is useful for creating Q&A.
  • a call history is information about how a caller came to make a call.
  • a first example of a call history is information about a web page when a caller is viewing a web page on his or her smartphone and selects the telephone number information displayed on the web page and makes a call.
  • Information about a web page is, for example, text/images/videos posted on the web page, the URL of the web page, or attributes of a product or service introduced on the web page.
  • information about the web page is provided from the system of the web page provider to the information processing server 2, and the information is registered in the corresponding record in the recording database 17.
  • a second example of a call history is as follows. That is, when a respondent converses with a caller, it is a rule that the respondent inquires of the caller about the circumstances that led to the call, and that after the conversation is over, leaves a memo recording the answer given to the inquiry.
  • a second example of a telephone call history is the history recorded in this memo.
  • information indicating the telephone call history is further input to the analysis model 43.
  • the analysis model 43 is trained using training data that includes information indicating the telephone call history.
  • this modification is an application of the first and second modifications of the recording data analysis process. The same is true in other cases, where modifications can be combined and applied.
  • FIG. 15 is a diagram showing the input and output of the analytical model 43 according to this modified example.
  • response type information is input to the analytical model 43.
  • the response type information is information indicating the type of response process that caused the recorded data to be generated.
  • the analytical model 43 is trained using training data including response processing information.
  • the server information processing unit 10 may be configured to analyze the recorded data by reflecting other items in addition to the type of response process.
  • the other items may be, for example, the response process name, the user's attributes, the response record, the telephone call history, or a combination of two or more of these pieces of information.
  • This modified example is an application of the first and second modified examples of the recorded data analysis process.
  • the recorded data is generated in response to a call forwarding or voice recording.
  • the recorded data may be data generated in a different manner.
  • the first example of the recorded data is as follows. That is, when a call recording is performed, the caller may leave a recorded message requesting a call back. In this case, the person in charge calls the caller back.
  • the recorded data may be data generated by recording the conversation between the person in charge and the caller during the call back.
  • the second example of recorded data is as follows. That is, "call back by telephone” is defined as a type of response process. Hereinafter, “call back by telephone” as a type of response process will be referred to as “call back process”. Call back process is a process of informing the caller by voice or other means that the call will be called back later. When "call back by telephone” is performed as a response process, the person in charge then calls the caller back.
  • the recorded data may be data generated by recording the conversation that takes place between the person in charge and the caller during the call back.
  • the third example of recorded data is as follows. That is, "conversation with an AI operator" is defined as a type of response processing.
  • a conversation with an AI operator means a telephone conversation between the caller and an artificial intelligence (AI operator).
  • the conversation with the AI operator is carried out by a system that realizes interactive voice response.
  • the recorded data may be data generated by recording a conversation between the caller and the artificial intelligence.
  • the technology used in analyzing the recorded data is not limited to the technology shown in the above embodiment and the first to fourth modified examples. All existing technology can be used to analyze the recorded data.
  • the method of using a machine-learned model is not limited to the exemplified method.
  • the server information processing unit 10 may be configured to analyze the voiceprint of the utterance recorded in the recorded data, classify the speaker, and use this classification in analyzing the recorded data.
  • the information processing server 2 is configured to include a server storage unit 14.
  • a server storage unit 14 is provided in a database server or other device that can communicate with the information processing server 2. The information processing server 2 then accesses the other devices as appropriate.
  • a user interface is not a concept that refers to only the entire screen, or only part of a screen, or only a single screen, or only a collection of multiple screens.
  • the information processing server 2 has a function for performing automatic telephone response, but the information processing server 2 may be configured not to have this function.
  • the automatic telephone response is performed by an IVR server other than the information processing server 2.
  • the languages supported by the Q&A related system 1 are not limited to specific languages.
  • Message transmission is not limited to SMS transmission.
  • chat transmission in a chat service may be used.
  • the information processed by the server information processing unit 10 may include web pages, fax images, and other external media.
  • the basic question information or basic answer information may be configured to include images, videos, and other information other than text.
  • the information processing server 2 functions as an information processing system.
  • the target functioning as an information processing system is not limited to the target exemplified in the above embodiment.
  • examples will be given focusing on the "function of providing a user interface for setting up automatic telephone response" (hereinafter referred to as the "first function") and the “function of generating question basic information and answer basic information based on settings made using the user interface” (hereinafter referred to as the "second function").
  • the server information processing unit 10 of the information processing server 2 functioning as an information processing system has the first function and the second function.
  • FIG. 16(A) the server information processing unit 10 of the information processing server 2 functioning as an information processing system has the first function and the second function.
  • the terminal 3 may function as an information processing system, and the terminal information processing unit 12 of the terminal 3 may have the first function and the second function.
  • the terminal information processing unit 12 functions as an information processing unit.
  • the configuration shown in FIG. 16(C) may also be used. That is, the information processing system is constituted by the information processing server 2 and the terminal 3.
  • the server information processing unit 10 of the information processing server 2 has one function (the second function in the example of FIG. 16(C)), and the terminal information processing unit 12 of the terminal 3 has the other function (the first function in the example of FIG. 16(C)).
  • the above configuration may be used. In this configuration, the server information processing unit 10 and the terminal information processing unit 12 work together to function as an information processing unit.
  • the functions provided in each processing unit are not limited. Also, a configuration in which one function is realized by cooperation between the server information processing unit 10 and the terminal information processing unit 12 may be used.
  • the analytical model 43 that analyzes the recorded text data outputs both the information that is the basis of the question basic information (e.g., question type) and the information that is the basis of the answer basic information (e.g., answer unit sentences).
  • an analytical model that outputs the information that is the basis of the question basic information and an analytical model that outputs the information that is the basis of the answer basic information may be provided.
  • the above points are similar to those for other models (including models that input guidance text).
  • the learning method for the various models is not limited to supervised learning, and various machine learning methods can be used.
  • Q&A related system information processing system
  • Information processing server information processing system
  • Terminal information processing system
  • Server information processing unit information processing unit
  • Terminal information processing unit
  • Response process name input field name input field
  • Rule setting screen (user interface for setting)
  • Voice content input field (guidance content input field)
  • SMS sending rule setting screen (guidance-related user interface)
  • Message input field field for inputting information

Landscapes

  • Business, Economics & Management (AREA)
  • Tourism & Hospitality (AREA)
  • Health & Medical Sciences (AREA)
  • Economics (AREA)
  • General Health & Medical Sciences (AREA)
  • Human Resources & Organizations (AREA)
  • Marketing (AREA)
  • Primary Health Care (AREA)
  • Strategic Management (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Selon l'invention, une unité de traitement d'informations de serveur 10 d'un serveur de traitement d'informations 2 a une fonction pour fournir une interface utilisateur pour effectuer un réglage associé à des réponses téléphoniques automatiques, et une fonction pour générer des informations de base de question correspondant à la question de la Question&Réponse et des informations de base de réponse correspondant à la réponse de la Question&Réponse sur la base du réglage configuré à l'aide de l'interface utilisateur.
PCT/JP2024/011122 2023-04-04 2024-03-21 Système de traitement d'informations et procédé de traitement d'informations Pending WO2024209953A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
JP2024553912A JP7623763B1 (ja) 2023-04-04 2024-03-21 情報処理システムおよび情報処理方法

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
JP2023-060814 2023-04-04
JP2023060814 2023-04-04

Publications (1)

Publication Number Publication Date
WO2024209953A1 true WO2024209953A1 (fr) 2024-10-10

Family

ID=92972131

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/JP2024/011122 Pending WO2024209953A1 (fr) 2023-04-04 2024-03-21 Système de traitement d'informations et procédé de traitement d'informations

Country Status (2)

Country Link
JP (1) JP7623763B1 (fr)
WO (1) WO2024209953A1 (fr)

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2019202787A1 (fr) * 2018-04-17 2019-10-24 株式会社Ｎｔｔドコモ Système de dialogue
JP2020064418A (ja) * 2018-10-16 2020-04-23 損害保険ジャパン日本興亜株式会社 Ｆａｑ作成支援方法およびｆａｑ作成支援システム
JP2021131594A (ja) * 2020-02-18 2021-09-09 株式会社東芝 インタフェース提供装置、インタフェース提供方法およびプログラム

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2019202787A1 (fr) * 2018-04-17 2019-10-24 株式会社Ｎｔｔドコモ Système de dialogue
JP2020064418A (ja) * 2018-10-16 2020-04-23 損害保険ジャパン日本興亜株式会社 Ｆａｑ作成支援方法およびｆａｑ作成支援システム
JP2021131594A (ja) * 2020-02-18 2021-09-09 株式会社東芝 インタフェース提供装置、インタフェース提供方法およびプログラム

Also Published As

Publication number Publication date
JP7623763B1 (ja) 2025-01-29
JPWO2024209953A1 (fr) 2024-10-10

Similar Documents

Publication Publication Date Title
JP6351562B2 (ja) 情報処理システム、受付サーバ、情報処理方法及びプログラム
US8687777B1 (en) Systems and methods for visual presentation and selection of IVR menu
CN102483917B (zh) 针对显示文本的命令
US9031214B2 (en) System and method of use for indexing automated phone systems
US20210217413A1 (en) Voice activated interactive audio system and method
US8681951B1 (en) Systems and methods for visual presentation and selection of IVR menu
WO2021138398A9 (fr) Systèmes et procédés relatifs à l'automatisation pour personnaliser l'expérience client
US12050864B1 (en) Systems and methods for a neighborhood voice assistant
WO2020184631A1 (fr) Dispositif de traitement d'informations
US20140379709A1 (en) Method and System for Name Pronunciation Guide Services
CN108885625A (zh) 信息处理系统、受理服务器、信息处理方法和程序
JP2017152948A (ja) 情報提供方法、情報提供プログラム、および情報提供システム
JP6652231B1 (ja) 会話制御プログラム、会話制御方法および情報処理装置
US11831738B2 (en) System and method for selecting and providing available actions from one or more computer applications to a user
JP6648876B1 (ja) 会話制御プログラム、会話制御方法および情報処理装置
US20240297935A1 (en) Program, information processing system and information processing method
JP7334803B2 (ja) 会話制御プログラム、会話制御方法および情報処理装置
WO2019003395A1 (fr) Système, procédé et programme d'affichage de contenu conversationnel de centre d'appel
CN110047473A (zh) 一种人机协作交互方法及系统
JP2023552794A (ja) 自動音声応答システム用の選択可能なコントロール
JP2023076430A (ja) プログラム、情報処理システム及び情報処理方法
US20030046181A1 (en) Systems and methods for using a conversation control system in relation to a plurality of entities
JP7041434B2 (ja) 人工知能スピーカシステム、アプリケーションソフトウェア
JP7623763B1 (ja) 情報処理システムおよび情報処理方法
US8468027B2 (en) Systems and methods for deploying and utilizing a network of conversation control systems

Legal Events

Date Code Title Description
WWE Wipo information: entry into national phase

Ref document number: 2024553912

Country of ref document: JP

121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 24784744

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE