JP6944114B2 - Question presentation control program, search method, and search device - Google Patents

Description

The present invention relates to a question presentation control program, a search method, and a search device.

In many companies, a knowledge management system (hereinafter referred to as a knowledge system) manages how to deal with a defect that occurs in a sold product (for example, a computer system) as knowledge (knowledge). In the knowledge system, for example, for incidents handled by support staff, cases in which product terms are correctly corrected and conditions for occurrence of phenomena and solutions are organized are accumulated as knowledge.

The user can use the knowledge system via the network. The user searches for desired knowledge by using, for example, a search function provided by the knowledge system. Recent knowledge systems have an advanced search function based on information input by the user. For example, a knowledge system can perform a keyword search for knowledge by supplementing similar words with keywords entered by a user. The knowledge system can also analyze the text entered by the user and search for knowledge that matches the content represented by the text.

When the amount of knowledge accumulated in the knowledge system becomes enormous, even if a user searches for knowledge using an advanced search function, it may not be possible to reach a case that matches the purpose of the search. For example, the user is not familiar with the product or case and cannot specify the keywords that characterize the case. If you cannot specify the keywords that characterize the case and search with keywords that are not effective in narrowing down the case, even if you use the advanced search function, you can accurately narrow down the case that shows the solution that the user is looking for. Can not.

If the user cannot select an appropriate keyword, an interactive search system using FAQ (Frequently Asked Questions) can be used. An interactive search system, for example, asks a user to select an answer to a large number of questions from a selection, and searches for matching information based on the selection result of the large number of questions. As such a search system, for example, there is a dialogue scenario generation system that generates scenario data that can continue the dialogue until the FAQ data desired by the user is obtained. In addition, there is an information retrieval system that automatically analyzes FAQ sites and presents improvement methods. Further, there is also an interactive system that can easily construct an interactive FAQ search system.

Japanese Unexamined Patent Publication No. 2012-248161 Japanese Unexamined Patent Publication No. 2006-195756 Japanese Unexamined Patent Publication No. 2003-228575

In a knowledge system that uses an interactive search function in the form of a question, the corresponding knowledge may be identified as one by the answer contents of some of the prepared questions. In this case, questions other than those that are effective in identifying knowledge are useless questions that are not used to narrow down the knowledge. Therefore, it is conceivable to search the knowledge every time the answer to the question is input, and if one knowledge can be identified, the question is terminated when the answer can be identified. At this time, the number of questions until the knowledge can be identified changes depending on the difference in the order of the questions.

However, conventionally, the order of questions when displaying a plurality of questions has not been the order in which knowledge can be identified with a small number of questions. Therefore, the efficiency of the interactive search process has not been sufficiently improved. It should be noted that such a problem is not limited to the knowledge search, but is also a problem that occurs in a system that searches data according to answers to a plurality of questions.

On one side, the case aims to display the questions in an efficient order.

One proposal provides a question presentation control program characterized by causing a computer to perform the following processes.
The computer refers to a storage unit that stores a group of questions associated with any of the plurality of data, and for each of the plurality of data, the plurality of data according to the number of associated questions. Calculate the priority of each question associated with each. Then, the computer controls the order of the questions to be presented based on the calculated priority.

According to one aspect, the questions can be displayed in an efficient order.

It is a figure which shows an example of the search apparatus which concerns on 1st Embodiment. It is a figure which shows the system configuration example of the 2nd Embodiment. It is a figure which shows one configuration example of the hardware of a knowledge system. It is a block diagram which shows an example of the function of a knowledge system. It is a figure which shows the case registration example by the case registration department. It is a figure which shows the example of the condition included in the detected case. It is a figure which shows the evaluation example of the efficiency for each pattern of the display order of a condition. It is a figure which shows an example of the calculation result of the sum total of the condition display number × occurrence times until a case can be specified. It is a figure which shows an example of the calculation amount at the time of evaluating the pattern of the display order. It is a figure which shows the calculation example of the weight of the condition for each case. It is a figure which shows the determination example of the condition of the display target according to the sum total of weights. It is a flowchart which shows an example of the procedure of case search processing. It is the first figure which shows the calculation example of the sum total of weights using a case list and a condition list. It is a 2nd figure which shows the calculation example of the sum total of weights using a case list and a condition list. It is a 3rd figure which shows the calculation example of the sum total of weights using a case list and a condition list. It is a figure which shows an example of a phenomenon input screen. It is a figure which shows an example of the condition display screen of the condition "A". It is a figure which shows an example of the condition display screen of the condition "E". It is a figure which shows an example of the condition display screen of the condition "G". It is a figure which shows an example of the search result display screen.

Hereinafter, the present embodiment will be described with reference to the drawings. It should be noted that each embodiment can be implemented by combining a plurality of embodiments within a consistent range.
[First Embodiment]
FIG. 1 is a diagram showing an example of a search device according to the first embodiment. The search device 10 identifies the target based on the answers to the search conditions. The search device 10 has a storage unit 11 and a processing unit 12. The storage unit 11 is, for example, a memory or a storage device included in the search device 10. The processing unit 12 is, for example, a processor or an arithmetic circuit included in the search device 10.

The storage unit 11 stores a plurality of data 2a, 2b, ..., And a question group 3 associated with any of the plurality of data 2a, 2b, .... The plurality of data 2a, 2b, ... Indicates, for example, a countermeasure when the computer used by the user outputs an error message. The question group 3 is, for example, a set of questions inquiring the user about whether or not each data corresponds to the condition of the search result. Each question is associated with one or more data. The storage unit 11 may store a plurality of types of sets of a question for determining whether or not the condition is satisfied and an answer to the question for satisfying the condition.

The processing unit 12 refers to the storage unit 11, and for each of the plurality of data 2a, 2b, ..., Each of the plurality of data 2a, 2b, ... Calculate the priority of each question associated with. For example, it is assumed that the storage unit 11 stores a plurality of types of question and answer sets associated with any of the plurality of data 2a, 2b, .... In this case, the processing unit 12 refers to the storage unit 11 and gives priority to the total evaluation value according to the number of sets associated with each data associated with the set including the question for each question. Calculated as a degree.

Then, the processing unit 12 controls the order of the questions to be presented based on the calculated priority. For example, the processing unit 12 causes the terminal device 1 used by the user to display questions in descending order of priority. For example, when the total evaluation value for each set of a question and the answer is calculated as a priority, the processing unit 12 controls the order of the questions to be presented based on the total evaluation value.

In this way, by calculating the priority of the questions according to the number of questions associated with the data, the questions can be displayed in an efficient order. For example, the processing unit 12 sets the reciprocal of the number of questions associated with each data as the degree of influence of the questions associated with the data. The smaller the number of questions associated with one data, the larger the degree of influence. Then, the processing unit 12 raises the priority of the question having a high influence. As a result, questions about data that can be identified with a small number of questions are displayed preferentially. As a result, it is more likely that the result can be obtained with a small number of questions, and the number of impressions of the questions presented to the user can be reduced as a whole system.

Further, the processing unit 12 may calculate the priority of questions based on the number of times the search result is output and the number of associated questions for each of the plurality of data. For example, the processing unit 12 obtains the degree of influence of each question based on the number of questions associated with the data, and multiplies the obtained degree of influence by the number of times the data is output as a search result. Then, the processing unit 12 uses the multiplication result as an evaluation value. When the same question is associated with a plurality of data, the evaluation value for the question is calculated for each associated data. Therefore, the processing unit 12 sets the total of the evaluation values obtained for each associated data for the question as the priority of the question. Then, the processing unit 12 displays the questions on the terminal device 1 used by the user in descending order of priority.

In this way, by considering the number of times the data is output as the search result and determining the display order of the questions associated with each data, the question corresponding to the data that is output many times as the search result. The higher the priority, the earlier it will be displayed. As a result, frequently used data can be identified as search results at an early stage, and search efficiency is improved.

The processing unit 12 may recalculate the priority of the question according to the answer to one question. For example, when an answer to one question is input, the processing unit 12 excludes one or a plurality of questions that may be applicable and one question that is not necessary for identifying the data from the priority calculation target. Then, the processing unit 12 recalculates the priority of the questions that are not excluded. This makes it possible to rearrange the display order of appropriate questions in an appropriate order each time an answer to a question is obtained.

The processing unit 12 searches for a plurality of data under the conditions corresponding to the answers to each of the one or a plurality of questions, and when the data corresponding to the search conditions becomes one, the corresponding data is output as a search result. do. When there are two or more questions having the same priority, the processing unit 12 controls the display order of the two or more questions according to the number of data associated with each of the two or more questions. For example, the processing unit 12 gives higher priority to the question as the number of associated data increases. As a result, questions that are effective in narrowing down a large amount of data are displayed earlier, improving the efficiency of data retrieval.

[Second Embodiment]
Next, the second embodiment will be described. In the second embodiment, an example of dealing with a trouble with a computer system is stored as knowledge, and the knowledge is searched interactively. In each case, conditions for determining that the phenomenon is the same as that of the case are set.

FIG. 2 is a diagram showing a system configuration example of the second embodiment. A plurality of terminal devices 31, 32, ... Are connected to the knowledge system 100 via the network 20. The plurality of terminal devices 31, 32, ... Are computers used by the user.

The knowledge system 100 is a computer that accumulates and manages a huge amount of knowledge about user support as knowledge.
FIG. 3 is a diagram showing a configuration example of the hardware of the knowledge system. In the knowledge system 100, the entire device is controlled by the processor 101. A memory 102 and a plurality of peripheral devices are connected to the processor 101 via a bus 109. The processor 101 may be a multiprocessor. The processor 101 is, for example, a CPU (Central Processing Unit), an MPU (Micro Processing Unit), or a DSP (Digital Signal Processor). At least a part of the functions realized by the processor 101 executing a program may be realized by an electronic circuit such as an ASIC (Application Specific Integrated Circuit) or a PLD (Programmable Logic Device).

The memory 102 is used as the main storage device of the knowledge system 100. At least a part of an OS (Operating System) program or an application program to be executed by the processor 101 is temporarily stored in the memory 102. Further, various data used for processing by the processor 101 are stored in the memory 102. As the memory 102, for example, a volatile semiconductor storage device such as a RAM (Random Access Memory) is used.

Peripheral devices connected to the bus 109 include a storage device 103, a graphic processing device 104, an input interface 105, an optical drive device 106, a device connection interface 107, and a network interface 108.

The storage device 103 electrically or magnetically writes and reads data from the built-in recording medium. The storage device 103 is used as an auxiliary storage device for a computer. The storage device 103 stores an OS program, an application program, and various data. As the storage device 103, for example, an HDD (Hard Disk Drive) or an SSD (Solid State Drive) can be used.

A monitor 21 is connected to the graphic processing device 104. The graphic processing device 104 causes the image to be displayed on the screen of the monitor 21 in accordance with the instruction from the processor 101. The monitor 21 includes a liquid crystal display device, an organic EL (Electro Luminescence) display device, and the like.

A keyboard 22 and a mouse 23 are connected to the input interface 105. The input interface 105 transmits a signal sent from the keyboard 22 and the mouse 23 to the processor 101. The mouse 23 is an example of a pointing device, and other pointing devices can also be used. Other pointing devices include touch panels, tablets, touchpads, trackballs and the like.

The optical drive device 106 reads the data recorded on the optical disk 24 by using a laser beam or the like. The optical disk 24 is a portable recording medium on which data is recorded so that it can be read by reflection of light. The optical disk 24 includes a DVD (Digital Versatile Disc), a DVD-RAM, a CD-ROM (Compact Disc Read Only Memory), a CD-R (Recordable) / RW (ReWritable), and the like.

The device connection interface 107 is a communication interface for connecting peripheral devices to the knowledge system 100. For example, a memory device 25 or a memory reader / writer 26 can be connected to the device connection interface 107. The memory device 25 is a recording medium equipped with a communication function with the device connection interface 107. The memory reader / writer 26 is a device that writes data to or reads data from the memory card 27. The memory card 27 is a card-type recording medium.

The network interface 108 is connected to the network 20. The network interface 108 transmits / receives data to / from another computer or communication device via the network 20.

With the hardware configuration as described above, the processing function of the second embodiment can be realized. The search device 10 shown in the first embodiment can also be realized by the same hardware as the knowledge system 100 shown in FIG.

The knowledge system 100 realizes the processing function of the second embodiment, for example, by executing a program recorded on a computer-readable recording medium. The program that describes the processing content to be executed by the knowledge system 100 can be recorded on various recording media. For example, a program to be executed by the knowledge system 100 can be stored in the storage device 103. The processor 101 loads at least a part of the program in the storage device 103 into the memory 102 and executes the program. Further, the program to be executed by the knowledge system 100 can be recorded on a portable recording medium such as an optical disk 24, a memory device 25, and a memory card 27. The program stored in the portable recording medium can be executed after being installed in the storage device 103 under the control of the processor 101, for example. The processor 101 can also read and execute the program directly from the portable recording medium.

FIG. 4 is a block diagram showing an example of the function of the knowledge system. The knowledge system 100 includes a case information storage unit 110, a case registration unit 120, an input / output processing unit 130, a condition display order control unit 140, and a search engine 150.

The case information storage unit 110 stores case information as knowledge. The case information storage unit 110 is, for example, a part of the storage area of the memory 102 or the storage device 103 of the knowledge system.

The case registration unit 120 receives an input from a support member, and stores in the case information storage unit 110 a case in which the details of the incident handled by the support member are described. For example, when the support for the inquiry from the user ends, the support staff inputs the phenomenon that has occurred, the environment of the user's computer, the cause of the phenomenon, the coping method, and the like to the case registration unit 120. The case registration unit 120 stores the input information as a record indicating one case in the case information storage unit 110.

The input / output processing unit 130 acquires information from the terminal device 31 used by the user and transmits the information to the terminal device 31. For example, when the input / output processing unit 130 receives a character string (error code or the like) indicating a phenomenon generated from the terminal device 31, the input / output processing unit 130 requests the search engine 150 to search for a keyword using the character string. When the input / output processing unit 130 receives a question from the condition display order control unit 140 to the user, the input / output processing unit 130 transmits display data for displaying an image indicating the question on the terminal device 31 to the terminal device 31. Then, the input / output processing unit 130 receives an answer to the question from the terminal device 31. The input / output processing unit 130 transmits the received response to the condition display order control unit 140. Further, when the input / output processing unit 130 acquires one case as a search result from the search engine 150, the input / output processing unit 130 transmits the case to the terminal device 31.

The condition display order control unit 140 determines the display order of the conditions presented to the user among the plurality of conditions for narrowing down the knowledge. Each condition is represented by a set of a question to the user and an answer when the condition is met. For example, a set of a question "A_OS environment?" And an answer "YES" is one condition. In this case, if the OS of the system in which the trouble occurred is "A_OS", the user answers "YES" to the question. This answer is recognized by the condition display order control unit 140 as an answer indicating that the condition is met.

Then, the condition display order control unit 140 determines the display order of the conditions at any time until the knowledge is narrowed down to one, and transmits a question corresponding to the condition in which the display order is the first to the input / output processing unit 130. When the condition display order control unit 140 receives an answer to the question from the input / output processing unit 130, the condition display order control unit 140 determines whether or not the condition is met according to the answer, and searches for knowledge according to the determination result, the search engine 150. To ask.

When the search engine 150 receives information on whether or not the condition is met from the condition display order control unit 140, the search engine 150 searches for a case in the case information storage unit 110 based on the information. The search engine 150 transmits the search result to the input / output processing unit 130 or the condition display order control unit 140.

The function of each element shown in FIG. 4 can be realized, for example, by causing a computer to execute a program module corresponding to the element.
FIG. 5 is a diagram showing an example of case registration by the case registration unit. For example, the support staff inputs a plurality of cases 41, 42, 43, ... In the case registration unit 120. The case registration unit 120 registers the input cases 41, 42, 43, ... In the case management table 111 in the case information storage unit 110, for example. In the case management table 111, the input case and the number of occurrences of the case are managed in association with the case number.

For example, when a case is input, the case registration unit 120 assigns a case number and adds a record indicating the case to the case management table 111. The initial value of the number of occurrences of the added record is "1".

In the input cases 41, 42, 43, ..., The phenomenon that occurred is shown in sentences. Further, in Cases 41, 42, 43, ..., One or more conditions for identifying the cause of the failure are shown. The conditions include conditions related to the operating environment and conditions related to the processing (execution command) being executed. For example, in Case 41, the phenomenon occurred in the environment "A_OS" (condition A), a specific environment parameter was specified (condition B), and the phenomenon occurred when a specific command was executed. (Condition C) is shown.

Further, in Cases 41, 42, 43, ..., The cause of the phenomenon that has occurred and the coping method are shown.
In the knowledge system 100, the cases in which the coping method for the phenomenon occurring in the system used by the user is described are interactively narrowed down from the case management table 111. At that time, the number of times the condition is displayed to the user can be reduced by optimizing the display order of the target condition for prompting the user to input whether or not the condition is applicable.

For example, in the knowledge system 100, first, the user is asked to input a phenomenon (for example, a displayed message). For example, when the user accesses the knowledge system 100 by the terminal device 31, the input / output processing unit 130 transmits screen data for inputting the phenomenon to the terminal device 31. The user inputs a message such as an error to the terminal device 31. The terminal device 31 transmits the input message to the knowledge system 100. In the knowledge system 100, the input / output processing unit 130 requests the search engine 150 to search for a case in which the input message is included in the “phenomenon”. Then, the search engine 150 searches the case information storage unit 110 for the corresponding case.

The search engine 150 transmits the search result to the condition display order control unit 140. The condition display order control unit 140 determines the display order of the conditions included in any of the cases matched by the search.

FIG. 6 is a diagram showing an example of conditions included in the detected case. In the example of FIG. 6, four cases matching the message input by the user are detected. In the first case, three conditions of condition "A", condition "B", and condition "C" are described. In the second case, only condition "D" is described. In the third case, two conditions, condition "E" and condition "F", are described. In the fourth case, two conditions, condition "E" and condition "G", are described.

The number of occurrences of the first case is "15". The number of occurrences of the second case is "3". The number of occurrences of the third case is "1". The number of occurrences of the fourth case is "6".
When such four cases are detected, the knowledge system 100 sets the condition 1 from the conditions "A" to "G" in order to determine which case is the same as the phenomenon that occurred in the user's system. They are selected one by one and displayed on the user's terminal device 31 to obtain an answer as to whether or not they are applicable. At this time, the condition display order control unit 140 determines the display order of the conditions so that the case can be efficiently identified. In order to identify cases efficiently, the smaller the number of times the conditions are displayed until each case can be identified, the better. At this time, if the frequency of occurrence of each case is equal, the display order will be the most efficient if the total number of condition display until each case can be identified is the smallest. However, in reality, the frequency of occurrence of each case is not equal. Therefore, if the total number of condition displays until each case can be identified is small, it cannot be said that the display order is efficient.

Therefore, the condition display order control unit 140 weights the number of occurrences, and the smaller the "number of condition display until it can be specified x the sum of the number of occurrences", the more efficient it is.
Hereinafter, the display order of efficient conditions for identifying a case will be described with reference to FIGS. 7 to 9.

FIG. 7 is a diagram showing an example of evaluating efficiency for each pattern in the display order of conditions. There are 5040 patterns 51, 52, ... In the display order of the seven conditions. For each pattern 51, 52, ..., Using the number of condition displays until each case can be identified and the number of occurrences of the specified case, "the number of condition displays until each case can be specified x the total number of occurrences" is calculated. Can be calculated.

For example, the display order of the conditions of the first pattern 51 (pattern # 1) is the order of the condition "ABCDEFG". When the condition is displayed on the user's terminal device 31 according to the pattern 51, the condition "A" is displayed on the user's terminal device 31 as the first condition display. When the user inputs whether or not the condition "A" is satisfied, the condition "B" is then displayed on the user's terminal device 31 as the second condition display. In this way, the conditions are sequentially displayed on the terminal device 31 according to the display order shown in the pattern 51. Then, if a case corresponding to the phenomenon occurring in the user's system can be identified at the stage of receiving the answer to at least a part of the conditions, it is not necessary to display the conditions after that.

In the example of FIG. 7, when the three conditions of the condition "A", the condition "B", and the condition "C" are displayed, if the user replies that these three conditions are satisfied, the first case is taken. It can be identified as applicable. At this time, the number of condition displays until the first case can be specified is "3".

After that, when the condition "D" is further displayed, if the user replies that the condition "D" is satisfied, it can be identified that the second case is applicable. At this time, the number of condition displays until the second case can be specified is "4".

After that, when the condition "E" and the condition "F" are further displayed, if the user answers that both the condition "E" and the condition "D" are satisfied, it can be specified that the third case is applicable. At this time, the number of condition displays until the third case can be specified is "6".

After that, when the condition "G" is further displayed, if the user has already answered that the condition "E" is satisfied and further answers that the condition "G" is satisfied, it corresponds to the fourth case. Can be identified. At this time, the number of condition displays until the fourth case can be specified is "7".

When calculating "the number of conditions displayed until it can be identified x the number of occurrences" for each case, "45" for the first case, "12" for the second case, and "6" for the third case. The fourth case is "42". Then, the "total number of condition displays until it can be specified x the total number of occurrences" for the first pattern (pattern # 1) is "105".

Similarly, for all patterns in the display order of conditions, "the number of condition displays until they can be specified x the total number of occurrences" can be calculated.
FIG. 8 is a diagram showing an example of the calculation result of the total number of condition display × number of occurrences until the case can be specified. In the example of FIG. 8, when the display order is "ABCDEF", "ABCDGEF", "ABCEGDF", and "ABCGEDF", "the number of condition displays until it can be specified x the total number of occurrences" is The minimum value is "100". Therefore, if the conditions are displayed according to any of the display orders in which the sum is "100", the case can be efficiently identified.

In the example shown in FIG. 8, it is premised that all the conditions included in the group of cases are displayed for the group of cases corresponding to a certain phenomenon. In this case, useless condition display may be included.

For example, if the condition "A" is not applicable, it is clear that the first case does not apply without waiting for the answers to the condition "B" and the condition "C". Moreover, both the condition "B" and the condition "C" are included only in the first case. Nevertheless, when the condition "B" and the condition "C" are displayed on the terminal device 31 according to the initially set pattern, the cases that do not include the condition "A" (second case, third case, fourth case). If you want to reach (the case of), meaningless conditions will be displayed.

Therefore, the condition display order control unit 140 narrows down the conditions of the candidates to be displayed next according to the answer result as to whether or not the displayed conditions are met. That is, the condition display order control unit 140 excludes cases that are no longer likely to be specified, and determines an efficient display order for the conditions included in the remaining cases. The reason why the display order is re-determined instead of the already determined order is that the evaluation value of the display order pattern may change depending on which condition remains.

Here, it is assumed that the first pattern (pattern # 1) is found to be in an efficient display order. As a result of displaying the first condition "A", it is assumed that the answer that the condition "A" does not apply is obtained. In this case, it is appropriate to re-evaluate the display order only with the conditions included in any of the cases (second case, third case, fourth case) that do not include the condition "A". That is, the condition display order control unit 140 determines the display order for the conditions (condition D, condition E, condition F, condition G) included in any of the second case, the third case, and the fourth case. It will be. In this case, the condition display order control unit 140 calculates the evaluation value (the number of condition display until it can be specified x the total number of occurrences) for each of the 24 patterns (4 factorials) in the display order.

As described above, the number of times of re-evaluation is 24 in the display order to be evaluated in the case where the condition "A" is not applicable in the first pattern (pattern # 1). Further, for example, it is assumed that the nth pattern (pattern #n) of the nth pattern (n is an integer of 1 or more) is in an efficient display order. At this time, consider a case where, as a result of first displaying the condition "D", an answer that the condition "D" does not apply is obtained. In this case, the display order is re-evaluated under the condition included in any of the cases (first case, third case, fourth case) that do not include the condition "D". The remaining number of conditions excluding the condition "D" is six (conditions "A, B, C, E, F, G"). Therefore, the condition display order control unit 140 evaluates each of the 720 patterns (factorial of 6) in the display order. That is, first, 5040 patterns in the display order are evaluated, and after one condition is displayed, 720 patterns in the display order are further evaluated.

In this way, in order to reduce the display of unnecessary conditions and to make the display order efficient, the evaluation of a large number of patterns in the display order is repeatedly executed, which increases the amount of calculation.
Hereinafter, the process of re-evaluating the display order and the final amount of calculation will be described with reference to FIG.

FIG. 9 is a diagram showing an example of the amount of calculation when evaluating the pattern in the display order. It is assumed that 5040 patterns in the display order of the seven conditions are evaluated by the above-mentioned evaluation method, and the pattern to be applied is determined to be the m-3rd pattern (pattern # m-3). The display order of the conditions according to this pattern is "ABCEGDF". The condition "A" whose display order in the applied pattern is first is displayed first on the user's terminal device 31.

When the user replies that the condition "A" is satisfied, 720 display order patterns for the six conditions excluding the condition "A" are evaluated. In the example of FIG. 9, the evaluation of the pattern of the display order "BCEGDF" is the highest, and this pattern is determined as the pattern to be applied. As a result, the condition "B" is displayed on the user's terminal device 31.

On the other hand, when the user answers that the condition "A" is not applicable (not applicable), 24 display order patterns for the four conditions excluding the condition "A, B, C" are evaluated. .. In this example, the sum of "EGDF", "GEDF", "DEFF", and "DGEF" is the same 25, which is the smallest value. When the values are the same, the condition display order control unit 140 adopts, for example, a display order in which the conditions included in more cases precede. For example, the pattern "EGDF" in the display order in which the condition "E" included in the two cases is at the beginning is adopted. As a result, the condition "E" is first displayed on the user's terminal device 31.

After that, the evaluation of the display order pattern of the conditions included in the cases with the remaining possibility of being identified is repeated while branching according to the response from the user in the same manner. Then, when any of the cases can be identified, the display of the conditions ends.

In the example of FIG. 9, the number of times the condition is displayed until the first case can be specified is three times. The number of times the condition is displayed until the second case can be identified is 4 times, 5 times, or 6 times on the route corresponding to the condition "E", and the average is 5 times. Is. In addition, the number of times the condition is displayed until the second case can be identified may be 3 times, 4 times, or 5 times on the route that does not correspond to the condition "E", and the average is 4 times. Times. Then, the average number of times the condition is displayed for all routes until the second case can be identified is 4.5 times. The number of times the condition is displayed until the third case can be specified may be 5 times, 6 times, or 7 times, and the average is 6 times. The number of times the condition is displayed until the fourth case can be specified may be 3 times, 4 times, or 5 times, and the average is 4 times.

In the example shown in FIG. 9, the number of times the condition is displayed (average) x the total number of occurrences (evaluation value) until any of the cases can be identified is "first case (3 x 15) + second case (2nd case). 4.5 × 3) + 3rd case (6 × 1) + 4th case (4 × 6) = 88.5 ”. This evaluation value is smaller than the evaluation value "100" of the display order pattern "ABCEGDF" shown in FIG. That is, the number of times the conditions are displayed can be reduced by suppressing the display of unnecessary conditions as compared with the order in which all the conditions are displayed.

However, in the method of repeating the evaluation according to the response from the user, the number of patterns to be evaluated is 5040 + 24 + 1 = 5065 at the minimum and 5040 + 720 + 120 + 24 + 6 + 2 + 1 = 5913 at the maximum. As the number of conditions increases, so does the number of patterns to be evaluated.

Therefore, in the second embodiment, in order to reduce the amount of calculation, it is the same as the case where the evaluation value for each pattern in the display order is calculated with a smaller amount of calculation than the case where the evaluation value for each pattern in the display order is calculated. Determine an efficient display order.

For example, the condition display order control unit 140 calculates the degree of influence of each condition for each case based on the number of conditions corresponding to the cases. Then, the condition display order control unit 140 calculates the weight of the corresponding condition by multiplying the degree of influence of the condition included in the corresponding case by the number of occurrences of the case. Further, the condition display order control unit 140 calculates the total weight of each condition from the weight of each condition obtained for each case. Then, the condition display order control unit 140 sorts the conditions in descending order by the total value of the weights, and determines the highest-order condition as the condition to be transmitted to the user's terminal device 31.

FIG. 10 is a diagram showing a calculation example of the weight of the condition for each case. In the example of FIG. 10, the reciprocal of the number of conditions in each case is taken as the degree of influence per condition on the case. For example, in the first case, the number of conditions included is "3". Then, the degree of influence of one condition becomes "1/3". The number of occurrences of the first case is "15". Therefore, the weights of each of the conditions "A, B, C" included in the first case are "5" (degree of influence x number of occurrences).

Such weight calculations are performed on a case-by-case basis. Then, a plurality of weights are calculated for the conditions included in the plurality of cases. In the example of FIG. 10, the condition "E" is included in the third case and the fourth case. The weight in the third case of the condition "E" is "0.5". Further, the weight in the fourth case of the condition "E" is "3". In this case, the sum of the weights of the condition "E" is "3.5" (0.5 + 3).

The sum of the weights of each of the seven conditions is as follows.
A: 1/3 x 15 = 5.0
B: 1/3 x 15 = 5.0
C: 1/3 x 15 = 5.0
D: 1/1 x 3 = 3.0
E: 1/2 x 1 + 1/2 x 6 = 0.5 + 3.0 = 3.5
F: 1/2 x 1 = 0.5
G: 1/2 x 6 = 3.0
Therefore, among the seven conditions, the condition "A, B, C" with the total weight "5.0" has the largest total weight. In this case, the condition first displayed on the terminal device 31 is one of the conditions "A, B, C".

Here, it is assumed that the condition to be displayed first is determined to be the condition "A", and the condition "A" is displayed on the user's terminal device 31. After that, the calculation of the total weight is repeated every time a response to the displayed condition is obtained from the terminal device 31 of the user.

FIG. 11 is a diagram showing an example of determining the condition of the display target according to the sum of the weights. For example, when the user replies that the condition "A" is satisfied, the condition display order control unit 140 satisfies the six conditions "B, C, D, E, F, G" excluding the condition "A". Calculate the sum of the weights again.

In the first case, the remaining conditions are the two conditions "B, C", so the degree of influence of the conditions "B, C" in the first case is halved. The result of calculating the sum of the weights of the six conditions "B, C, D, E, F, G" after updating the degree of influence is as follows.
B: 1/2 x 15 = 7.5
C: 1/2 x 15 = 7.5
D: 1/1 x 3 = 3.0
E: 1/2 x 1 + 1/2 x 6 = 0.5 + 3.0 = 3.5
F: 1/2 x 1 = 0.5
G: 1/2 x 6 = 3.0
In this case, the sum of the weights of the conditions "B, C" is the largest at "7.5". Therefore, the condition display order control unit 140 next determines any of the conditions "B, C" as the display target. In the example of FIG. 11, the condition display order control unit 140 displays the condition "B" on the user's terminal device 31.

When the user replies that the condition "A" does not apply, the condition display order control unit 140 determines the case (second case, third case, fourth case) that does not include the condition "A". The sum of the weights is calculated for the four conditions "D, E, F, G" included in any of them. The calculation result is as follows.
D: 1/1 x 3 = 3.0
E: 1/2 x 1 + 1/2 x 6 = 0.5 + 3.0 = 3.5
F: 1/2 x 1 = 0.5
G: 1/2 x 6 = 3.0
In this case, the sum of the weights of the condition "E" is the largest at "3.5". Therefore, the condition display order control unit 140 next determines the condition "E" as a display target, and causes the user's terminal device 31 to display the condition "E".

When the user replies that the condition "E" is satisfied, the condition display order control unit 140 receives the answer from the condition "D, E, F, G" which is a candidate for the current display target. Exclude "E". As a result, the condition "D, F, G" remains as a candidate to be displayed. Therefore, the condition display order control unit 140 recalculates the total weight of the conditions “D, F, G”. The calculation result is as follows.
D: 1/1 x 3 = 3.0
F: 1/1 x 1 = 1.0
G: 1/1 x 6 = 6.0
In this case, the sum of the weights of the condition "G" is the largest at "6.0". Therefore, the condition display order control unit 140 next determines the condition "G" as a display target, and causes the user's terminal device 31 to display the condition "G".

When the user replies that the condition "E" does not apply, the second case is the only case in which neither of the conditions "A, E" is included. The only condition included in the second case is condition "D". Therefore, the condition display order control unit 140 next determines the condition "D" as a display target, and causes the user's terminal device 31 to display the condition "D".

The condition display order control unit 140 repeatedly calculates the sum of the weights of the conditions (conditions of the display target candidates) included in the cases that may be identified while branching according to the response from the user, and displays the sum. Among the target candidate conditions, the condition with the highest total weight is determined as the display target.

In the example of FIG. 11, the number of times the condition is displayed until the first case can be specified is three times. The average number of times the condition is displayed until the second case can be identified is 4.5 times. The average number of times the condition is displayed until the third case can be identified is 6 times. The average number of times the condition is displayed until the fourth case can be identified is four. In the example shown in FIG. 11, the number of times the condition is displayed (average) x the total number of occurrences (evaluation value) until it can be specified is "first case (3 x 15) + second case (4.5 x 3). ) + Third case (6 × 1) + Fourth case (4 × 6) = 88.5 ”. This value is the same as the example shown in FIG. That is, the number of times the condition is displayed can be reduced without evaluating all the patterns in the display order of the condition of the display target candidate.

Next, the procedure of the case search process in the knowledge system 100 will be described in detail.
FIG. 12 is a flowchart showing an example of the procedure of the case search process. The case search process is started when, for example, the terminal device 31 used by the user inputs a case search request. Hereinafter, the process shown in FIG. 12 will be described along with the step numbers.

[Step S101] The input / output processing unit 130 causes the terminal device 31 to display the phenomenon input screen in response to the case search request from the terminal device 31. For example, the input / output processing unit 130 transmits screen data indicating a phenomenon input screen to the terminal device 31. As a result, the phenomenon input screen is displayed on the screen of the terminal device 31. The phenomenon input screen includes, for example, a text box for inputting a phenomenon. When the user inputs a character string representing the phenomenon (for example, an error message) in the text box, the terminal device 31 transmits the character string representing the phenomenon to the knowledge system 100.

[Step S102] The input / output processing unit 130 receives a character string representing the input phenomenon from the terminal device 31. The input / output processing unit 130 transmits a character string representing the phenomenon to the search engine 150.

[Step S103] The search engine 150 searches for a case corresponding to the received phenomenon from the cases stored in the case information storage unit 110. For example, the search engine 150 searches the character string of the item of the phenomenon of each case by using the character string representing the received phenomenon as the search key. Then, the search engine 150 extracts a record corresponding to the case containing the same character string as the search key in the item of the phenomenon from the case information storage unit 110 and transmits it to the condition display order control unit 140.

[Step S104] The condition display order control unit 140 creates a case list including the detected cases. The case list includes, for example, the conditions included in the case. For example, the condition display order control unit 140 extracts the identifier of the condition from the item of the condition of the case corresponding to the input phenomenon, associates it with the case number of the extraction source case, and registers it in the case list.

[Step S105] The condition display order control unit 140 determines whether or not there are zero cases corresponding to the input phenomenon. If there are no cases corresponding to the phenomenon, the condition display order control unit 140 advances the process to step S106. If there is at least one case corresponding to the phenomenon, the condition display order control unit 140 advances the process to step S107.

[Step S106] The condition display order control unit 140 causes the terminal device 31 to display the message "No applicable case". For example, the condition display order control unit 140 transmits a display request for the corresponding character string including the character string “No applicable case” to the input / output processing unit 130. Then, the input / output processing unit 130 transmits screen data indicating “no applicable case” to the terminal device 31. After that, the case search process ends.

[Step S107] The condition display order control unit 140 creates a condition list, which is a list of conditions included in at least one of the cases included in the case list. For example, the condition display order control unit 140 extracts the conditions of each case from the case list, eliminates duplication of conditions, and registers the extracted conditions in the condition list.

[Step S108] The condition display order control unit 140 calculates the sum of the weights of each condition included in the condition list. For example, the condition display order control unit 140 calculates the degree of influence for each condition included in the case for each case. The degree of influence is the reciprocal of the number of conditions included in the case that have not been judged as to whether or not they are applicable. The condition display order control unit 140 multiplies the degree of influence of each condition for each case by the number of occurrences of the case to obtain the weight of each condition. Then, the condition display order control unit 140 calculates the sum of the weights calculated in each of the plurality of cases for each condition. The condition display order control unit 140 sets the sum of the weights of each condition in the condition list.

[Step S109] The condition display order control unit 140 determines the condition having the maximum sum of weights as the condition to be displayed. When there are a plurality of conditions having the maximum sum of weights, the condition display order control unit 140 determines the condition having the largest number of cases including the condition as the condition to be displayed.

[Step S110] The condition display order control unit 140 causes the terminal device 31 to display the condition display screen. For example, the condition display order control unit 140 transmits screen data including the condition determined in step S109 and an option as to whether or not the condition is satisfied to the terminal device 31.

[Step S111] The condition display order control unit 140 receives an answer from the terminal device 31 as to whether or not the condition is met.
[Step S112] The condition display order control unit 140 determines whether or not an answer that the condition is satisfied has been obtained. When the condition display order control unit 140 receives an answer that the condition is satisfied, the condition display order control unit 140 proceeds to the process in step S114. Further, the condition display order control unit 140 proceeds to the process in step S113 when the answer that the condition is not satisfied is obtained.

[Step S113] The condition display order control unit 140 excludes the case including the condition for which the answer that it does not correspond is obtained from the weight calculation target. The condition display order control unit 140 then proceeds to step S105.

[Step S114] The condition display order control unit 140 determines whether or not any of the cases in the case list is applicable. For example, the condition display order control unit 140 determines that if there is a case in which it is obtained that all the corresponding conditions are applicable among the cases shown in the case list, it corresponds to that case. The condition display order control unit 140 advances the process to step S116 when any one of the cases is applicable. If there is no corresponding case, the condition display order control unit 140 proceeds to step S115.

[Step S115] The condition display order control unit 140 excludes the condition for which the answer is applicable from the weight calculation target. The condition display order control unit 140 then proceeds to step S105.

[Step S116] The condition display order control unit 140 counts up the number of occurrences of the corresponding case by 1 in the case management table 111 in the case information storage unit 110.
[Step S117] The condition display order control unit 140 causes the terminal device 31 to display the corresponding case. For example, the condition display order control unit 140 transmits the corresponding case to the input / output processing unit 130 as a search result. Then, the input / output processing unit 130 transmits the image data including the cause and the coping method shown in the corresponding case to the terminal device 31. The condition display order control unit 140 then ends the case search process.

With such a procedure, efficient case search in FAQ format becomes possible. The calculation of the total sum of the weights of the conditions in step S108 is performed using the case list and the condition list. Hereinafter, an example of calculating the total weight using the case list and the condition list will be described with reference to FIGS. 13 to 15.

FIG. 13 is a first diagram showing an example of calculating the sum of weights using the case list and the condition list. For example, in the case list 61, an identifier of a condition included in the case is set in association with the case number of the case corresponding to the input phenomenon. Then, in the case list 61, whether or not it is applicable, the number of conditions, the degree of influence, the number of occurrences, and the weight are set in association with each registered condition. The information on whether or not it is applicable is blank in the initial state. The number of conditions is the number of conditions included in the corresponding case, and the same value is set for the conditions in the same case. The degree of influence is the reciprocal of the conditional number. The number of occurrences is the number of occurrences of the corresponding case, and the same value is set for the conditions in the same case. The weight is the result of multiplying the degree of influence and the number of occurrences.

In the condition list 62, the total weight and the display order are set in association with the identifier of the condition included in the case list 61.
In the example of FIG. 13, the condition "E" is included in the third case and the fourth case. Therefore, the sum of the weights of the condition "E" is the sum of the weight "0.5" in the third case and the weight "3" in the fourth case. Since the other conditions "A, B, C, D, F, G" are included in only one case, the weights shown in the case list 61 are the sum of the weights of the conditions. There is. As a result, among the seven conditions, the condition "A, B, C" has the largest total weight. All of these conditions are the same as the number of cases including the conditions is "1". Therefore, any one of the conditions "A, B, C" (condition "A" in the example of FIG. 13) is the earliest display order.

In this case, the condition "A" is displayed on the user's terminal device 31, and the user inputs an answer as to whether or not the condition is applicable. The condition display order control unit 140 that has acquired the answer updates the case list 61 and the condition list 62 according to the answer.

FIG. 14 is a second diagram showing an example of calculating the sum of weights using the case list and the condition list. FIG. 14 shows an example in which the answer that the condition “A” is satisfied is obtained.
When the condition "A" is met, "corresponding" is set as a value of whether or not the condition "A" is met in the case list 61. Then, the condition display order control unit 140 excludes the condition "A" in the case list 61 from the weight calculation target. Since the condition "A" is excluded from the weight calculation target, the number of conditions in the first case is "2". Therefore, the degree of influence of the conditions "B, C" corresponding to the first case is "1/2", and the weight is "7.5".

Since the condition "A" is excluded from the calculation target of the weight in the case list 61, the condition "A" is also excluded from the calculation target of the total weight in the condition list 62. In FIG. 14, the records showing the conditions excluded from the calculation target of the weight or the sum of the weights are shaded. In the example of FIG. 14, as a result of calculating the sum of the weights of the conditions other than the condition "A", the sum of the weights of the conditions "B, C" is the largest. All of these conditions are the same as the number of cases including the conditions is "1". Therefore, any one of the conditions "B, C" (condition "B" in the example of FIG. 14) is the earliest display order.

FIG. 15 is a third diagram showing an example of calculating the sum of weights using the case list and the condition list. FIG. 15 shows an example in which the answer that the condition “A” is not satisfied is obtained.
If the condition "A" is not met, "No" is set as the value of whether or not the condition "A" is met in the case list 61. As a result, the first case is no longer applicable. Therefore, the condition display order control unit 140 excludes each condition "A, B, C" associated with the first case in the case list 61 from the weight calculation target. Since the condition "A, B, C" is excluded from the calculation target of the weight in the case list 61, the condition "A, B, C" is also excluded from the calculation target of the total weight in the condition list 62. NS. In the example of FIG. 15, the records showing the conditions excluded from the calculation target of the weight or the sum of the weights are shaded. In the example of FIG. 15, as a result of calculating the sum of the weights of the conditions other than the conditions "A, B, C", the sum of the weights of the condition "E" is the largest.

As shown in FIGS. 14 and 15, each time a user gives an answer as to whether or not the condition is met, some conditions are weighted or weighted from the case list 61 and the condition list 62 according to the answer. It is excluded from the calculation target of the total weight. As a result, it is suppressed that the question about the condition not included in the case which may be applicable is displayed on the terminal device 31, and the processing efficiency is improved. Moreover, since the display order is optimized for each answer, the number of questions required by the user to obtain the desired case as a search result can be reduced.

Next, a transition example of the search screen displayed on the terminal device 31 will be described with reference to FIGS. 16 to 20. In the examples of FIGS. 16 to 20, when the conditions are displayed in the order shown in FIG. 11, the condition "A" is not satisfied first, and the next condition "E" is satisfied. Finally, it shall be answered that the condition "G" is met.

FIG. 16 is a diagram showing an example of a phenomenon input screen. When the user uses the terminal device 31 to access the knowledge system 100 for troubleshooting knowledge search, the phenomenon input screen 70 as shown in FIG. 16 is first displayed on the terminal device 31.

On the phenomenon input screen 70, a text box 71 for inputting the phenomenon and a button 72 for shifting to the search screen are displayed. When the phenomenon input screen 70 is displayed, the user inputs a character string indicating the phenomenon to be solved in the text box 71. For example, the user inputs the content of the error message output due to the phenomenon of the problem into the text box 71. Then, when the user presses the button 72, the character string input in the text box 71 is transmitted from the terminal device 31 to the knowledge system 100 as information indicating the phenomenon.

Then, in the knowledge system 100, an example of troubleshooting is searched based on the input phenomenon. It is assumed that the first to fourth cases are detected by this search. The knowledge system 100 calculates the sum of the weights of the conditions included in any of the detected cases, and determines the condition having the largest sum of weights as the condition to be displayed. Here, it is assumed that the condition to be displayed is determined to be the condition "A". In this case, the terminal device 31 displays the condition display screen of the condition "A".

FIG. 17 is a diagram showing an example of a condition display screen under the condition “A”. The condition display screen 80 includes a button 81 for returning to the previous screen, a phenomenon display unit 82, a condition display unit 83, two buttons 84 and 85 for inputting answers, a selected condition display unit 86, and a candidate case display unit 87. , 88, ... Are included.

When the button 81 is pressed in the state of the condition display screen 80, the phenomenon input screen 70 shown in FIG. 16 is displayed on the terminal device 31. The phenomenon display unit 82 displays a character string indicating the phenomenon entered by the user in the text box 71 of the phenomenon input screen 70. The condition display unit 83 displays the condition determined as the display target. In the example of FIG. 17, a character string indicating the condition "A" (for example, a character string "A_OS environment") is displayed. Of the buttons 84 and 85 for answer input, the button 84 is a button for answering that the condition is satisfied. Button 85 is a button for answering that the condition is not met. The selected condition display unit 86 displays the condition for which an answer has already been selected. In the example of FIG. 17, since the condition for which the answer has been selected does not exist, the selected condition display unit 86 is blank. In the candidate case display units 87, 88, ..., Cases that are candidates for countermeasures to the phenomenon that has occurred in the user's system are displayed. At the stage of FIG. 17, all the cases corresponding to the search based on the phenomenon are the cases of the candidate countermeasures.

Here, it is assumed that the user has selected the button 85 indicating that the condition "A" is not satisfied. Then, information indicating that the conditions are not met is transmitted from the terminal device 31 to the knowledge system 100. In the knowledge system 100, since the condition "A" is not applicable, the sum of the weights of the conditions "D, E, F, G" is calculated, and the condition "E" having the highest sum of weights is the display target. Determined by the conditions (see FIG. 11). In this case, the terminal device 31 displays the condition display screen of the condition "E".

FIG. 18 is a diagram showing an example of a condition display screen under the condition “E”. In the condition display screen 80a, the content of the condition display unit 83 is changed to a character string indicating the condition "E" as compared with the condition display screen 80 shown in FIG. Further, the selected condition display unit 86 of the condition display screen 80a indicates that the answer of the condition "A" has been selected and that the selected answer is "not applicable". Further, since the first case is excluded from the candidates for countermeasures, the candidate case display units 87, 88, ... Display information on each case other than the first case.

Here, it is assumed that the user has selected the button 84 indicating that the condition "E" is satisfied. Then, the information indicating that the condition is satisfied is transmitted from the terminal device 31 to the knowledge system 100. In the knowledge system 100, since the condition "E" is satisfied, the sum of the weights of the conditions "D, F, G" is calculated, and the condition "G" having the highest sum of weights is determined as the condition to be displayed. (See FIG. 11). In this case, the terminal device 31 displays the condition display screen of the condition "G".

FIG. 19 is a diagram showing an example of a condition display screen of the condition “G”. In the condition display screen 80b, the content of the condition display unit 83 is changed to a character string indicating the condition "G" as compared with the condition display screen 80a shown in FIG. Further, the selected condition display unit 86 of the condition display screen 80b indicates that the answer of "not applicable" for the condition "A" has been selected and the answer of "applicable" for the condition "E" has been selected. Has been done. Further, since the first case is excluded from the candidates for countermeasures, the candidate case display units 87, 88, ... Display information on each case other than the first case.

Here, it is assumed that the user has selected the button 84 indicating that the condition "G" is satisfied. Then, the information indicating that the condition is satisfied is transmitted from the terminal device 31 to the knowledge system 100. In the knowledge system 100, since the condition "E, G" is satisfied, it is determined that all the conditions of the fourth case are satisfied. Then, the terminal device 31 displays a search result display screen showing the fourth case.

FIG. 20 is a diagram showing an example of a search result display screen. The search result display screen 90 includes a button 91 for inputting whether or not the problem has been solved, a button 92 for returning to the previous screen, a phenomenon display unit 93, a narrowing condition display unit 94, and a case display unit 95. Is done.

When the problem of the system is solved by taking measures with reference to the displayed case, the user presses the button 91 indicating that the problem has been solved. Then, the terminal device 31 transmits information indicating that the problem has been solved to the knowledge system 100. For example, the knowledge system 100 manages the number of resolved cases corresponding to cases, and when it receives information indicating that the problem has been solved, it counts up the number of resolved cases corresponding to the presented cases.

Further, when the button 92 is pressed in the state of the search result display screen 90, the condition display screen 80b shown in FIG. 19 is displayed on the terminal device 31. The phenomenon display unit 93 displays a character string indicating the phenomenon entered by the user in the text box 71 of the phenomenon input screen 70. In the narrowing-down condition display unit 94, the condition for which the answer has already been selected is displayed as the narrow-down condition for the search. For example, in FIG. 20, in the narrowing-down condition display unit 94, the answer of "not applicable" is selected for the condition "A", the answer of "applicable" is selected for the condition "E", and the answer of the condition "G" is selected. It is shown that the "Applicable" answer has been selected.

The case display unit 95 displays cases narrowed down to one according to the conditions input as applicable by the user. In the example of FIG. 20, the case display unit 95 displays a fourth case in which the condition “E, G” is specified as a condition for specifying.

In this way, the user can refer to an appropriate case simply by inputting whether or not the presented conditions are met. Moreover, since the number of conditions presented is minimized, the burden on the user can be reduced.

[Other embodiments]
In the second embodiment, an example of searching for knowledge about a coping method for a system trouble is shown, but the search method shown in the second embodiment can also be used for searching for other knowledge.

Although the embodiment has been illustrated above, the configuration of each part shown in the embodiment can be replaced with another having the same function. Further, any other components or processes may be added. Further, any two or more configurations (features) of the above-described embodiments may be combined.

1 Terminal equipment 2a, 2b, ... Data 3 Question group 10 Search device 11 Storage unit 12 Processing unit

Claims (9)

With reference to a storage unit that stores a group of questions associated with any of the plurality of data, each of the plurality of data corresponds to each of the plurality of data according to the number of associated questions. Calculate the priority of each question assigned and
Control the order of questions to be presented based on the calculated priority.
A question presentation control program characterized by having a computer execute processing. By referring to the storage unit that stores multiple types of question and answer pairs, which are associated with any of multiple data, each question is associated with each data associated with the set containing the question. Calculate the total evaluation value according to the number of pairs,
Control the order of questions to be presented based on the total of the calculated evaluation values.
A question presentation control program characterized by having a computer execute processing. The question presentation control program according to claim 1, wherein the computer further executes a process of recalculating the priority of the question according to an answer to the question. When the answer to the one question is input, the question unnecessary for identifying one or more data that may be applicable, and the question that excludes the one question from the calculation target of the priority and does not exclude it. The question presentation control program according to claim 3, wherein a computer is made to execute a process of recalculating the priority of the above. The plurality of data are searched under the conditions corresponding to the answers of one or more questions, and when the data corresponding to the search conditions becomes one, the corresponding data is output as the search result, and the process is performed on the computer. The question presentation control program according to any one of claims 1 to 4, wherein the question presentation control program is executed. A claim characterized by having a computer execute a process of calculating the priority of a question based on the number of times the search result is output and the number of associated questions for each of the plurality of data. The question presentation control program according to item 1, 3, or 4. When there are two or more questions having the same priority, the computer is made to execute a process of controlling the display order of the two or more questions according to the number of data associated with each of the two or more questions. The question presentation control program according to claim 1, 3, 4, or 6. With reference to a storage unit that stores a group of questions associated with any of the plurality of data, each of the plurality of data corresponds to each of the plurality of data according to the number of associated questions. Calculate the priority of each question assigned and
Control the order of questions to be presented based on the calculated priority.
A search method characterized by the processing being performed by a computer. A storage unit that stores a group of questions associated with any of multiple data,
With reference to the storage unit, the priority of each question associated with each of the plurality of data is calculated and calculated according to the number of associated questions for each of the plurality of data. A processing unit that controls the order of questions to be presented based on priority,
A search device characterized by having.

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