JP7300686B2

JP7300686B2 - Information processing system

Info

Publication number: JP7300686B2
Application number: JP2021172165A
Authority: JP
Inventors: 典久羽田; 一人小山; 明慧香川
Original assignee: Datt Japan Inc
Current assignee: Datt Japan Inc
Priority date: 2021-10-21
Filing date: 2021-10-21
Publication date: 2023-06-30
Anticipated expiration: 2041-10-21
Also published as: JP2023062287A

Description

本発明は，要支援者と，要支援者に対する支援を行う支援者との間の支援に関する日程を調整するための情報処理システムに関する。 The present invention relates to an information processing system for coordinating support schedules between a person requiring support and a supporter who provides support to the person requiring support.

家電やコンピュータなどの保有者（要支援者）が，それらの操作が分からない，故障などの問題が発生しているなど場合には，サポートサービスを受けることがある。この場合，要支援者は，コールセンターへの架電や，ウェブサイトなどへのアクセスなどにより，支援者による支援を要請する場合がある。 Owners of home appliances, computers, etc. (required support) may receive support services if they do not know how to operate them or if they have problems such as malfunctions. In this case, the person requiring support may request support from the supporter by calling a call center or accessing a website.

要支援者に対して支援者による支援を行う場合，その場で行うほか，日時を調整して，支援者を要支援者の元に派遣したり，あるいは支援者が要支援者に対して遠隔支援を行う。このような日程調整の場合，電話でやりとりをしたり，あるいは下記特許文献１のように，過去の情報から自動で入力を行うシステムなどを用いて日程調整を行うことができる。 When providing support to a person in need of support by a supporter, in addition to doing it on the spot, the date and time can be adjusted to dispatch the supporter to the person in need of support, or the supporter can remotely assist the person in need of support. provide support. In the case of such schedule adjustment, the schedule can be adjusted by exchanging information over the phone, or by using a system for automatically inputting past information, as in Patent Document 1 below.

特開２０２１－６４０３０号公報Japanese Patent Application Laid-Open No. 2021-64030

しかし，家電やコンピュータなどの支援については，適切なスキルを保有する支援者が支援を行わなければ，要支援者に発生している問題を解決することはできない。そして，特許文献１の発明を用いたとしても，過去の情報に基づいて日程調整の支援を行うことはできるが，要支援者に対して発生している問題を解決できる，適切なスキルを保有する支援者との日程を調整できるわけではない。 However, when it comes to assistance with home appliances and computers, unless the assistance is provided by a supporter with the appropriate skills, it is not possible to solve the problems faced by people requiring assistance. And even if the invention of Patent Document 1 is used, it is possible to support schedule adjustment based on past information, but it is necessary to have appropriate skills to solve problems that are occurring for people requiring support. It is not possible to adjust the schedule with the supporters who do.

本発明者らは，上記課題に鑑み，要支援者に対して，適切なスキルを保有する支援者による支援が可能なように日程調整を行える情報処理システムを発明した。 In view of the above problems, the present inventors invented an information processing system capable of adjusting a schedule so that a supporter with appropriate skills can provide support to a person requiring support.

第１の発明は，要支援者に対する支援者による支援の日程を調整するための情報処理システムであって，前記情報処理システムは，前記要支援者が利用する要支援者端末から入力を受け付けた問い合わせの内容に基づいて，前記問い合わせに対する支援を行うのに必要な支援者のスキルを判定して，支援者候補を検索する支援者候補処理部と，前記検索した支援者候補の日程情報を抽出して前記要支援者端末に表示させ，前記日程情報のうち前記要支援者の希望日程の情報を受け付ける日程候補処理部と，前記支援者候補の日程情報と前記要支援者の希望日程の情報とを用いて，前記支援の日程を決定する決定処理部と，前記要支援者に対する前記支援の日程を通知する通知処理部と，を有しており，前記支援者候補処理部は，前記問い合わせの内容から，緊急度に関連付けた辞書に記憶したキーワードを抽出し，前記キーワードを用いて前記問い合わせの緊急度を判定する，情報処理システムである。
第２の発明は，要支援者に対する支援者による支援の日程を調整するための情報処理システムであって，前記情報処理システムは，前記要支援者が利用する要支援者端末から入力を受け付けた問い合わせの内容に基づいて，前記問い合わせに対する支援を行うのに必要な支援者のスキルを判定して，支援者候補を検索する支援者候補処理部と，前記検索した支援者候補の日程情報を抽出して前記要支援者端末に表示させ，前記日程情報のうち前記要支援者の希望日程の情報を受け付ける日程候補処理部と，前記支援者候補の日程情報と前記要支援者の希望日程の情報とを用いて，前記支援の日程を決定する決定処理部と，前記要支援者に対する前記支援の日程を通知する通知処理部と，を有しており，スキルに関連付けた辞書にキーワードと緊急度を示す緊急度指標値とを対応づけており，前記支援者候補処理部は，前記問い合わせの内容から，前記スキルに関連付けた辞書に記憶したキーワードを抽出し，前記抽出したキーワードの緊急度指標値を用いて，前記問い合わせの緊急度を判定する，情報処理システムである。
第３の発明は，要支援者に対する支援者による支援の日程を調整するための情報処理システムであって，前記情報処理システムは，前記要支援者が利用する要支援者端末から入力を受け付けた問い合わせの内容に基づいて，前記問い合わせに対する支援を行うのに必要な支援者のスキルを判定して，支援者候補を検索する支援者候補処理部と，前記検索した支援者候補の日程情報を抽出して前記要支援者端末に表示させ，前記日程情報のうち前記要支援者の希望日程の情報を受け付ける日程候補処理部と，前記支援者候補の日程情報と前記要支援者の希望日程の情報とを用いて，前記支援の日程を決定する決定処理部と，前記要支援者に対する前記支援の日程を通知する通知処理部と，を有しており，緊急度に関連付けた辞書にキーワードと緊急度を示す緊急度指標値とを対応づけており，前記支援者候補処理部は，前記問い合わせの内容から，前記緊急度に関連付けた辞書に記憶したキーワードを抽出し，前記抽出したキーワードの緊急度指標値を用いて，前記問い合わせの緊急度を判定する，情報処理システムである。
A first invention is an information processing system for adjusting a schedule of support by a supporter for a person requiring support, wherein the information processing system receives input from a terminal for the person requiring support used by the person requiring support. A supporter candidate processing unit that determines the skill of the supporter necessary to provide support for the inquiry based on the content of the inquiry, searches for a supporter candidate, and extracts schedule information for the searched supporter candidate. a schedule candidate processing unit for receiving information on the desired schedule of the person requiring support from the schedule information, and schedule information of the candidate for the support person and information on the desired schedule of the person requiring support. and a notification processing unit for notifying the support schedule to the person requiring support, and the supporter candidate processing unit includes the inquiry a keyword stored in a dictionary associated with a degree of urgency is extracted from the content of the inquiry, and the degree of urgency of the inquiry is determined using the keyword.
A second invention is an information processing system for adjusting a schedule of support by a supporter for a person requiring support, wherein the information processing system receives an input from a terminal for the person requiring support used by the person requiring support. A supporter candidate processing unit that determines the skill of the supporter necessary to provide support for the inquiry based on the content of the inquiry, searches for a supporter candidate, and extracts schedule information for the searched supporter candidate. a schedule candidate processing unit for receiving information on the desired schedule of the person requiring support from the schedule information, and schedule information of the candidate for the support person and information on the desired schedule of the person requiring support. and a notification processing unit that notifies the person requiring support of the support schedule using The supporter candidate processing unit extracts the keyword stored in the dictionary associated with the skill from the content of the inquiry, and the urgency index value of the extracted keyword is used to determine the urgency of the inquiry .
A third invention is an information processing system for adjusting a schedule of support by a supporter for a person requiring support, wherein the information processing system receives an input from a terminal for the person requiring support used by the person requiring support. A supporter candidate processing unit that determines the skill of the supporter necessary to provide support for the inquiry based on the content of the inquiry, searches for a supporter candidate, and extracts schedule information for the searched supporter candidate. a schedule candidate processing unit for receiving information on the desired schedule of the person requiring support from the schedule information, and schedule information of the candidate for the support person and information on the desired schedule of the person requiring support. and a notification processing unit that notifies the person requiring support of the support schedule using The supporter candidate processing unit extracts keywords stored in the dictionary associated with the urgency level from the content of the inquiry, and extracts the urgency level of the extracted keyword. An information processing system that determines the degree of urgency of the inquiry using an index value .

本発明のように構成することで，要支援者に対して，適切なスキルを保有する支援者による支援を可能とするように日程調整を行うことができる。
また，これらの発明のように構成することで，要支援者からの支援の緊急度を判定することができる。
By configuring as in the present invention, it is possible to adjust schedules so as to enable supporters with appropriate skills to support persons requiring support.
Moreover, by configuring as in these inventions, it is possible to determine the degree of urgency of support from the person requiring support.

上述の発明において，前記日程候補処理部は，前記支援者候補の日程情報の表示を，緊急度に応じて変更させる，情報処理システムのように構成することができる。 In the above invention, the schedule candidate processing unit can be configured as an information processing system that changes the display of the schedule information of the supporter candidate according to the degree of urgency.

上述の発明において，前記日程候補処理部は，前記検索した支援者候補について，他の要支援者の希望日程が登録されている場合には，前記要支援者の緊急度と前記他の要支援者の緊急度とを比較して，前記要支援者に表示させる支援者候補の日程情報を変更する，情報処理システムのように構成することができる。 In the above-described invention, the schedule candidate processing unit determines the degree of urgency of the support-requiring person and the other support-requiring It can be configured as an information processing system that compares the degree of urgency of the supporter and changes the schedule information of the supporter candidate to be displayed to the supporter.

上述の発明において，前記日程候補処理部は，前記検索した支援者候補について，他の要支援者の希望日程が登録されている場合には，前記要支援者の緊急度と前記他の要支援者の緊急度とを比較し，前記要支援者の緊急度が前記他の要支援者の緊急度よりも高ければ，前記支援者候補の日程情報をそのまま表示させ，前記要支援者の緊急度が前記他の要支援者の緊急度よりも低ければ，前記支援者候補の日程情報のうち前記他の要支援者の希望日程を選択できないように変更して表示させる，情報処理システムのように構成することができる。 In the above-described invention, the schedule candidate processing unit determines the degree of urgency of the support-requiring person and the other support-requiring If the urgency level of the support-requiring person is higher than the urgency level of the support-requiring person, the schedule information of the support-requiring candidate is displayed as it is, and the support-requiring person's urgency level is displayed. is lower than the degree of urgency of the other person requiring support, the schedule information of the candidate for the support person is changed so that the desired schedule of the other person requiring support is displayed so that it cannot be selected, as in an information processing system. Can be configured.

検索した支援者候補の日程情報の中から，要支援者の希望日程を受け付ける場合，すでに他の要支援者による別の希望日程が登録されている場合がある。その場合，要支援者同士で日程が重複してしまう場合がある。これに対処するためには，一般的に，先に希望日程を登録した要支援者の希望を優先することが多い。しかしこの場合では，要支援者同士の緊急度の相違を考慮することができない。つまり，緊急度が低い要支援者の希望日程が，緊急度が高い要支援者の希望日程よりも優先される場合も生じてしまう。そこでこれらの発明のように構成することで，要支援者の緊急度に応じた日程調整が可能となる。 When accepting the desired schedule of the person requiring support from the retrieved schedule information of the candidates for support, there is a case where another desired schedule by another person requiring support has already been registered. In that case, the schedule may overlap between those requiring support. In order to deal with this, in general, priority is often given to the requests of those requiring support who have registered their desired schedules first. However, in this case, it is not possible to consider the difference in the degree of urgency between the people requiring support. In other words, the desired schedule of the person requiring support with a low degree of urgency may be prioritized over the desired schedule of the person requiring support with a high degree of urgency. Therefore, by configuring as in these inventions, it is possible to adjust the schedule according to the degree of urgency of the person requiring support.

第１の発明は，本発明のプログラムをコンピュータに読み込ませて実行することで，実現することができる。すなわち，コンピュータを，要支援者が利用する要支援者端末から入力を受け付けた問い合わせの内容に基づいて，前記問い合わせに対する支援を行うのに必要な支援者のスキルを判定して，支援者候補を検索する支援者候補処理部，前記検索した支援者候補の日程情報を抽出して前記要支援者端末に表示させ，前記日程情報のうち前記要支援者の希望日程の情報を受け付ける日程候補処理部，前記支援者候補の日程情報と前記要支援者の希望日程の情報とを用いて，前記支援の日程を決定する決定処理部，前記要支援者に対する前記支援の日程を通知する通知処理部，として機能させる情報処理プログラムであって，前記支援者候補処理部は，前記問い合わせの内容から，緊急度に関連付けた辞書に記憶したキーワードを抽出し，前記キーワードを用いて前記問い合わせの緊急度を判定する，情報処理プログラムである。
第２の発明は，本発明のプログラムをコンピュータに読み込ませて実行することで，実現することができる。すなわち，コンピュータを，要支援者が利用する要支援者端末から入力を受け付けた問い合わせの内容に基づいて，前記問い合わせに対する支援を行うのに必要な支援者のスキルを判定して，支援者候補を検索する支援者候補処理部，前記検索した支援者候補の日程情報を抽出して前記要支援者端末に表示させ，前記日程情報のうち前記要支援者の希望日程の情報を受け付ける日程候補処理部，前記支援者候補の日程情報と前記要支援者の希望日程の情報とを用いて，前記支援の日程を決定する決定処理部，前記要支援者に対する前記支援の日程を通知する通知処理部，として機能させる情報処理プログラムであって，スキルに関連付けた辞書にキーワードと緊急度を示す緊急度指標値とを対応づけており，前記支援者候補処理部は，前記問い合わせの内容から，前記スキルに関連付けた辞書に記憶したキーワードを抽出し，前記抽出したキーワードの緊急度指標値を用いて，前記問い合わせの緊急度を判定する，情報処理プログラムである。
第３の発明は，本発明のプログラムをコンピュータに読み込ませて実行することで，実現することができる。すなわち，コンピュータを，要支援者が利用する要支援者端末から入力を受け付けた問い合わせの内容に基づいて，前記問い合わせに対する支援を行うのに必要な支援者のスキルを判定して，支援者候補を検索する支援者候補処理部，前記検索した支援者候補の日程情報を抽出して前記要支援者端末に表示させ，前記日程情報のうち前記要支援者の希望日程の情報を受け付ける日程候補処理部，前記支援者候補の日程情報と前記要支援者の希望日程の情報とを用いて，前記支援の日程を決定する決定処理部，前記要支援者に対する前記支援の日程を通知する通知処理部，として機能させる情報処理プログラムであって，緊急度に関連付けた辞書にキーワードと緊急度を示す緊急度指標値とを対応づけており，前記支援者候補処理部は，前記問い合わせの内容から，前記緊急度に関連付けた辞書に記憶したキーワードを抽出し，前記抽出したキーワードの緊急度指標値を用いて，前記問い合わせの緊急度を判定する，情報処理プログラムである。 The first invention can be realized by causing a computer to read and execute the program of the invention. That is, the computer judges the skill of the supporter necessary to provide support for the inquiry based on the content of the inquiry received from the supporter terminal used by the supporter, and selects supporter candidates. A supporter candidate processing unit for searching, a schedule candidate processing unit for extracting the schedule information of the searched supporter candidate, displaying it on the support-requiring terminal, and receiving information of the support-requiring candidate's desired schedule from the schedule information , a determination processing unit that determines the support schedule by using the schedule information of the supporter candidate and the information of the desired schedule of the supporter, a notification processing unit that notifies the supporter of the support schedule, wherein the supporter candidate processing unit extracts keywords stored in a dictionary associated with the degree of urgency from the contents of the inquiry, and uses the keyword to determine the degree of urgency of the inquiry. It is an information processing program that
The second invention can be realized by causing a computer to read and execute the program of the present invention. That is, the computer judges the skill of the supporter necessary to provide support for the inquiry based on the content of the inquiry received from the supporter terminal used by the supporter, and selects supporter candidates. A supporter candidate processing unit for searching, a schedule candidate processing unit for extracting the schedule information of the searched supporter candidate, displaying it on the support-requiring terminal, and receiving information of the support-requiring candidate's desired schedule from the schedule information , a determination processing unit that determines the support schedule by using the schedule information of the supporter candidate and the information of the desired schedule of the supporter, a notification processing unit that notifies the supporter of the support schedule, A dictionary associated with a skill is associated with a keyword and an urgency level index value indicating the urgency level, and the supporter candidate processing unit determines the skill based on the content of the inquiry. An information processing program for extracting keywords stored in an associated dictionary and determining the urgency of the inquiry using the urgency index value of the extracted keyword.
The third invention can be realized by causing a computer to read and execute the program of the present invention. That is, the computer judges the skill of the supporter necessary to provide support for the inquiry based on the content of the inquiry received from the supporter terminal used by the supporter, and selects supporter candidates. A supporter candidate processing unit for searching, a schedule candidate processing unit for extracting the schedule information of the searched supporter candidate, displaying it on the support-requiring terminal, and receiving information of the support-requiring candidate's desired schedule from the schedule information , a determination processing unit that determines the support schedule by using the schedule information of the supporter candidate and the information of the desired schedule of the supporter, a notification processing unit that notifies the supporter of the support schedule, The information processing program functions as an information processing program, in which a keyword and an urgency index value indicating the urgency are associated with a dictionary associated with the urgency, and the supporter candidate processing unit determines the urgency from the content of the inquiry The information processing program extracts keywords stored in a dictionary associated with a degree, and determines the degree of urgency of the inquiry using the urgency index value of the extracted keyword.

本発明の情報処理システムを用いることで，要支援者に対して，適切なスキルを保有する支援者による支援が可能なように日程調整を行える。 By using the information processing system of the present invention, it is possible to adjust the schedule so that a person who needs support can be supported by a supporter who has appropriate skills.

本発明の情報処理システムの全体の構成の一例を模式的に示す図である。1 is a diagram schematically showing an example of the overall configuration of an information processing system of the present invention; FIG. 本発明の情報処理システムで用いるコンピュータのハードウェア構成の一例を模式的に示す図である。It is a figure which shows typically an example of the hardware constitutions of the computer used with the information processing system of this invention. 本発明の情報処理システムにおける処理プロセスの一例を示すフローチャートである。4 is a flow chart showing an example of a processing process in the information processing system of the present invention; キーワードと緊急度を示す指標値との対応漬けを模式的に示す図である。FIG. 10 is a diagram schematically showing correspondence between keywords and index values indicating urgency; 支援者候補の日程情報を表示した状態の一例を模式的に示す図である。FIG. 10 is a diagram schematically showing an example of a state in which schedule information of supporter candidates is displayed; 要支援者が希望日程の情報を入力した状態の一例を模式的に示す図である。FIG. 10 is a diagram schematically showing an example of a state in which a support-requiring person has input information on a desired schedule; 選択された支援者候補の日程のみを表示した状態の一例を模式的に示す図である。FIG. 10 is a diagram schematically showing an example of a state in which only the schedule of the selected supporter candidate is displayed; 実施例２における支援者候補の日程情報を表示した状態の一例を模式的に示す図である。FIG. 11 is a diagram schematically showing an example of a state in which schedule information of supporter candidates is displayed in Example 2;

本発明の情報処理システム１の全体のシステム構成の一例を図１に，情報処理システム１で用いるコンピュータのハードウェア構成の一例を図２に示す。 FIG. 1 shows an example of the overall system configuration of an information processing system 1 of the present invention, and FIG. 2 shows an example of the hardware configuration of a computer used in the information processing system 1. As shown in FIG.

情報処理システム１は管理端末２を有している。管理端末２はコンピュータであって，各種の情報処理の機能を実現する。 The information processing system 1 has a management terminal 2 . The management terminal 2 is a computer and implements various information processing functions.

コンピュータは，プログラムの演算処理を実行するＣＰＵなどの演算装置７０と，情報を記憶するＲＡＭやハードディスクなどの記憶装置７１と，ディスプレイなどの表示装置７２と，情報の入力を行う入力装置７３と，演算装置７０の処理結果や記憶装置７１に記憶する情報を通信する通信装置７４とを有している。なお，コンピュータがタッチパネルディスプレイを備えている場合には表示装置７２と入力装置７３とが一体的に構成されていてもよい。タッチパネルディスプレイは，たとえばタブレット型コンピュータやスマートフォンなどの可搬型通信端末などで利用されることが多いが，それに限定するものではない。 The computer includes an arithmetic unit 70 such as a CPU for executing arithmetic processing of a program, a storage device 71 such as a RAM or hard disk for storing information, a display device 72 such as a display, an input device 73 for inputting information, and a communication device 74 for communicating the processing result of the arithmetic device 70 and the information stored in the storage device 71 . If the computer has a touch panel display, the display device 72 and the input device 73 may be integrated. Touch panel displays are often used in portable communication terminals such as tablet computers and smartphones, but are not limited to these.

タッチパネルディスプレイは，そのディスプレイ上で，直接，所定の入力デバイス（タッチパネル用のペンなど）や指などによって入力を行える点で，表示装置７２と入力装置７３の機能が一体化した装置である。 The touch panel display is a device in which the functions of the display device 72 and the input device 73 are integrated in that input can be performed directly on the display using a predetermined input device (such as a pen for touch panel) or a finger.

管理端末２は，一台のコンピュータによって実現されていてもよいが，その一部または全部の機能が複数のコンピュータによって実現されていてもよい。この場合のコンピュータとして，たとえばクラウドサーバであってもよい。 The management terminal 2 may be implemented by a single computer, or may be partially or entirely implemented by a plurality of computers. The computer in this case may be, for example, a cloud server.

本発明の情報処理システム１における各手段は，その機能が論理的に区別されているのみであって，物理上あるいは事実上は同一の領域を為していてもよい。 Each means in the information processing system 1 of the present invention may only be logically distinguished in its function, and may physically or practically form the same area.

要支援者は自らが利用する要支援者端末３を利用して，情報処理システム１との間でネットワークを介して通信を行う。要支援者端末３は，スマートフォンやタブレット型コンピュータ，パーソナルコンピュータなどの各種のコンピュータを用いることができる。要支援者は，要支援者端末３を利用して所定のウェブページなどにアクセスを行い，所定の情報の入力を行い，支援者による支援の要求を行う。 The support-requiring person uses the support-requiring person terminal 3 that he or she uses to communicate with the information processing system 1 via the network. Various computers such as a smart phone, a tablet computer, and a personal computer can be used as the support-requiring person terminal 3 . The support-requiring person uses the support-requiring person terminal 3 to access a predetermined web page or the like, inputs predetermined information, and requests support from the supporter.

管理端末２は，支援者候補処理部２０と日程候補処理部２１と決定処理部２２と通知処理部２３と記憶部２４とを有する。 The management terminal 2 has a supporter candidate processing unit 20 , a schedule candidate processing unit 21 , a determination processing unit 22 , a notification processing unit 23 and a storage unit 24 .

支援者候補処理部２０は，要支援者端末３から入力を受け付けた支援の要求の内容，たとえば問い合わせ内容の入力を受け付ける。そして入力を受け付けた内容に対して，公知の自然言語解析処理などを実行し，支援に必要なスキル，緊急性を判定し，支援者候補を検索する。 The supporter candidate processing unit 20 receives input from the terminal 3 of the supporter requiring support, such as the content of the inquiry. Then, it executes a well-known natural language analysis process or the like on the contents of the received input, judges the skill and urgency required for support, and searches for supporter candidates.

日程候補処理部２１は，支援者候補処理部２０で検索した支援者候補の日程を要支援者端末３に表示させ，要支援者端末３から，支援の希望日程の候補の入力を受け付ける。 The schedule candidate processing unit 21 displays the schedules of the supporter candidates searched by the supporter candidate processing unit 20 on the supporter terminal 3 and receives input of candidates for the desired support schedule from the supporter terminal 3 .

決定処理部２２は，要支援者端末３から入力を受け付けた希望日程の候補と，支援者候補の日程と，緊急性とを用いて，要支援者に対する支援の日程を決定する。この場合，あらかじめ定めたタイミングにおいて，支援者候補の日程と，各要支援者の希望日程とを比較し，要支援者に対する支援の日程を決定する。 The determination processing unit 22 determines the support schedule for the support-requiring person by using the candidate for the desired schedule received from the support-requiring terminal 3, the supporter candidate's schedule, and the urgency. In this case, at a predetermined timing, the schedule of the candidate for support is compared with the desired schedule of each person requiring support, and the support schedule for the person requiring support is determined.

通知処理部２３は，決定処理部２２で決定した支援の日程を要支援者に対して通知をする。 The notification processing unit 23 notifies the person requiring support of the support schedule determined by the determination processing unit 22 .

記憶部２４は，本発明の処理に必要な情報を記憶しており，要支援者端末３から入力を受け付けた支援要求の内容，要支援者に関する情報，たとえば要支援者の支援に必要なスキル，日程などの情報を記憶している。記憶部２４は記憶装置７１において機能する。 The storage unit 24 stores information necessary for the processing of the present invention, including the content of the support request received from the terminal 3 of the person requiring support, information about the person requiring support, such as the skills required to support the person requiring support. , schedule and other information. The storage unit 24 functions in the storage device 71 .

つぎに，本発明の情報処理システム１の処理プロセスの一例を図３のフローチャートを用いて説明する。なお，以下の説明では，支援として，家電修理の遠隔サポートの場合を説明する。したがって，要支援者としては家電の利用者，支援者としては家電修理を行う作業員である。 Next, an example of the processing process of the information processing system 1 of the present invention will be explained using the flow chart of FIG. In the following explanation, the case of remote support for home appliance repair will be explained as support. Therefore, the person requiring support is the home appliance user, and the supporter is the worker who repairs the home appliance.

家電修理の遠隔サポートを受けたい要支援者は，要支援者端末３から所定のウェブページにアクセスをして，問い合わせ内容（支援要求の内容）を入力する。たとえば，「○月○日に，△△社のエアコンが急に動かなくなってしまった。明後日にはどうしても使いたいので，どうにかしてほしい。」のような問い合わせ内容を入力する。 A support-requiring person who wants to receive remote support for home appliance repair accesses a predetermined web page from the support-requiring person's terminal 3 and inputs the contents of an inquiry (contents of a support request). For example, an inquiry such as "The air conditioner of XX company suddenly stopped working on XX day. I really want to use it the day after tomorrow, so please do something about it."

このように入力した問い合わせ内容は，要支援者端末３から管理端末２に送られ，管理端末２での記憶部２４に記憶される。 The content of the inquiry input in this manner is sent from the support-requiring person terminal 3 to the management terminal 2 and stored in the storage section 24 of the management terminal 2 .

支援者候補処理部２０は，問い合わせ内容に対して自然言語解析処理を行い，対応するために必要なスキル，緊急性を判定する（Ｓ１００)。 The supporter candidate processing unit 20 performs natural language analysis processing on the content of the inquiry, and determines the skill and urgency required to respond (S100).

問い合わせ内容から，必要なスキル，緊急性を判定するための処理プロセスは，たとえば以下のように行える。 The processing process for judging the required skills and urgency from the content of the inquiry can be performed, for example, as follows.

まず，スキルに関連付けた辞書，緊急性に関連付けた辞書を用意しておき，問い合わせ内容からキーワード抽出を行う。この辞書は，キーワードと緊急度を示す指標値（緊急度指標値）とを対応づけている。 First, a dictionary associated with skills and a dictionary associated with urgency are prepared, and keywords are extracted from the content of the inquiry. This dictionary associates keywords with index values indicating urgency (urgency index values).

抽出するキーワードは，たとえば３つのカテゴリに区別しており，キーワード群１は専門領域のキーワードをまとめた辞書（スキルに関連付けた辞書）に基づいて，対応するために必要なスキルに関するキーワードを抽出する。キーワード群２は，対象物の症状，状態の用語をまとめた辞書（スキルに関連付けた辞書）に基づいて，対応するために必要なスキルに関するキーワードを抽出する。キーワード群３は，緊急度をまとめた辞書（緊急性に関連付けた辞書）に基づいて，緊急度に関するキーワードを抽出する。 Keywords to be extracted are classified into, for example, three categories. Keyword group 1 is based on a dictionary that summarizes keywords in specialized fields (dictionary associated with skills), and extracts keywords related to skills necessary to respond. The keyword group 2 extracts keywords related to skills required for handling based on a dictionary (skill-associated dictionary) summarizing terms of symptoms and states of objects. Keyword group 3 extracts keywords related to urgency based on a dictionary summarizing urgency (dictionary associated with urgency).

たとえば上述の問い合わせ内容の場合，「△△社」，「エアコン」はキーワード群１，「動かなくなって」はキーワード群２，「急に」，「明後日」，「どうしても」はキーワード群３としてそれぞれの用語を，キーワードとして抽出する。 For example, in the case of the contents of the inquiry above, keyword group 1 is keyword group 1, air conditioner is not working, keyword group 2 is keyword group 2, and keyword group 3 is sudden, the day after tomorrow, and absolutely. terms are extracted as keywords.

そして，抽出したキーワードについて，それぞれ対応づけた緊急度を示す指標値を抽出する。これを模式的に示すのが図４である。また，抽出したキーワードが，キーワード群で複数ある場合には，もっとも緊急度指標値が大きいものを用いるとよい。図４の場合，キーワード群１については緊急度指標値として「２」，キーワード群２については緊急度指標値として「３」，キーワード群３については「２」を抽出する。そして，キーワード群ごとの緊急度指標値を用いて所定の演算を行うことで，緊急度を算出する。この場合，所定の重み付け係数を算出してもよい。重み付け係数はキーワード群ごとに設けてもよく，たとえば，下記の数１で算出してもよい。
（数１）
緊急度＝キーワード群１の緊急度指標値×重み付け係数ａ＋キーワード群２の緊急度指標値×重み付け係数ｂ＋キーワード群３の緊急度指標値×重み付け係数ｃ Then, index values indicating the degree of urgency associated with each of the extracted keywords are extracted. FIG. 4 schematically shows this. Also, if there are multiple extracted keywords in the keyword group, it is preferable to use the one with the highest urgency index value. In the case of FIG. 4, the urgency index value of keyword group 1 is "2", the urgency index value of keyword group 2 is "3", and the urgency index value of keyword group 3 is "2". Then, the urgency is calculated by performing a predetermined calculation using the urgency index value for each keyword group. In this case, a predetermined weighting factor may be calculated. A weighting factor may be provided for each keyword group, and may be calculated, for example, using Equation 1 below.
(Number 1)
Urgency = urgency index value of keyword group 1 x weighting factor a + urgency index value of keyword group 2 x weighting factor b + urgency index value of keyword group 3 x weighting factor c

また，支援者候補処理部２０は，要支援者の問合せ内容に対応する必要なスキルを判定する。この際に，専門領域に関するキーワード群１で抽出したキーワード，対象物の症状，状態に関するキーワード群２で抽出したキーワードを用いて，必要なスキルを判定する。上述の場合では，キーワード群１で抽出したキーワード「△△社」，「エアコン」，キーワード群２で抽出したキーワード「動かなくなって」を抽出し，△△社のエアコンが動かなくなったことに対するスキルを保有する支援者を，記憶部２４から特定する。 Further, the supporter candidate processing unit 20 determines necessary skills corresponding to the content of the inquiry of the supporter. At this time, the keywords extracted from the keyword group 1 related to the specialized field and the keywords extracted from the keyword group 2 related to the symptoms and conditions of the object are used to determine the necessary skills. In the above case, the keywords "Company XX" and "air conditioner" extracted in keyword group 1 and the keyword "not working" extracted in keyword group 2 are extracted, and the skill for the air conditioner not working in company XX is extracted. is specified from the storage unit 24 .

この処理としては，専門分野を大分類（メーカ，家電の種類），詳細分類（修理内容）のように区別しておき，あらかじめ定めた人数以下に絞り込むようにしてもよい。 As this processing, the specialized field may be divided into major classifications (manufacturers, types of home appliances) and detailed classifications (repair details), and the number of persons may be narrowed down to a predetermined number or less.

一方，必要なスキルのある支援者がいない場合には（Ｓ１１０），支援者候補処理部２０は，関連するスキルのある支援者を特定する（Ｓ１２０）。たとえば，専門領域に関するキーワード群１に該当する支援者がいるが，対象物の症状，状態に関するキーワード群２に該当する支援者がいない場合には，キーワード群１に該当する支援者を，関連するスキルのある支援者候補として特定する。 On the other hand, if there is no supporter with the required skill (S110), the supporter candidate processing unit 20 identifies a supporter with relevant skills (S120). For example, if there is a supporter who corresponds to keyword group 1 related to the specialized field, but there is no supporter who corresponds to keyword group 2 related to the symptoms and conditions of the object, the supporter who corresponds to keyword group 1 is Identify potential donors with skills.

また，キーワード群１に該当する支援者候補もいない場合には，所定の通知を，管理者に通知し，管理者により，関連するスキルのある支援者候補の特定がなされてもよい。なお，この場合に，通知を行うほか，キーワード群１から抽出したキーワードの類似語を検索し，その類似語に対応するキーワード群１に該当する支援者を，関連するスキルのある支援者候補として特定するなど，他の方法により関連するスキルのある支援者候補を特定してもよい。 Also, if there is no supporter candidate corresponding to the keyword group 1, a predetermined notification may be sent to the manager, and the manager may identify supporter candidates who have relevant skills. In this case, in addition to notification, similar words of the keyword extracted from keyword group 1 are searched, and supporters corresponding to keyword group 1 corresponding to the similar words are identified as supporter candidates with related skills. Other methods, such as identification, may be used to identify potential helpers with relevant skills.

以上のように，スキルのある支援者候補を特定すると，日程候補処理部２１は，特定した支援者候補の日程情報を記憶部２４から抽出し（Ｓ１３０），要支援者端末３に表示させる。そして，要支援者端末３から，支援の希望日程の候補の入力を受け付ける（Ｓ１４０）。 As described above, when a skilled supporter candidate is identified, the schedule candidate processing unit 21 extracts the schedule information of the identified supporter candidate from the storage unit 24 (S130) and displays it on the support-requiring terminal 3. Then, an input of a candidate for a desired schedule for support is received from the terminal 3 of the person requiring support (S140).

たとえば，支援者候補の抽出した日程情報を，支援者ごとに色分けして表示を行い，この日程情報を参照した要支援者により，希望日程の候補の入力を複数受け付ける。たとえば，支援者候補の抽出した日程情報が図５であった場合，図６に示すように，要支援者は要支援者端末３から，支援の希望日程を，入力する。この際に，たとえば，第１希望から第３希望のように，複数の希望日程の候補を入力可能とするとよい。 For example, schedule information extracted from supporter candidates is displayed in a different color for each supporter, and a plurality of candidates for desired schedules are received by persons requiring support who refer to this schedule information. For example, if the schedule information extracted by the supporter candidate is shown in FIG. 5, the supporter inputs the desired support schedule from the supporter terminal 3 as shown in FIG. At this time, it is preferable to allow input of a plurality of desired schedule candidates, for example, first to third preferences.

日程候補処理部２１は，特定した支援者候補の日程情報のほか，当該支援者候補に関する情報を表示させてもよく，要支援者が特定の支援者候補を選択してもよい。この場合には，図７に示すように，当該選択された支援者候補の日程のみを表示可能としてもよい。 In addition to the schedule information of the specified supporter candidate, the schedule candidate processing unit 21 may display information related to the supporter candidate, and the person requiring support may select a specific supporter candidate. In this case, as shown in FIG. 7, only the schedule of the selected supporter candidate may be displayed.

以上のようにして，要支援者端末３から支援の候補日程の情報を受け取ると，あらかじめ定められタイミング，たとえば毎日深夜０時のタイミングにおいて，決定処理部２２は，要支援者ごとに支援の日程を決定し，記憶部２４に記憶する（Ｓ１５０）。要支援者ごとの支援の日程を決定する方法としては，各種の方法を採用することができる。たとえば，緊急度ごとに要支援者をソートし，緊急度が高い要支援者の希望日時の順に，支援者および日程を決定する。緊急度が同じ場合には，先に希望日程を登録した要支援者を優先してもよい。 As described above, when the information on the support schedule candidates is received from the support-requiring person terminal 3, the determination processing unit 22 determines the support schedule for each support-requiring person at a predetermined timing, for example, midnight every day. is determined and stored in the storage unit 24 (S150). Various methods can be adopted as a method of determining the support schedule for each support-requiring person. For example, the supporters are sorted according to the degree of urgency, and the supporter and schedule are determined in order of the desired date and time of the supporter with the highest degree of urgency. If the degrees of urgency are the same, priority may be given to the person requiring support who registered the desired schedule first.

以上のようにして支援者および日程を決定すると，通知処理部２３は，決定した支援者および日程を通知する（Ｓ１６０）。この際に，日程のみを通知してもよい。 After determining the supporter and the schedule as described above, the notification processing unit 23 notifies the determined supporter and the schedule (S160). At this time, only the schedule may be notified.

以上のような処理を実行することで，要支援者に対して，必要なスキルを保有する支援者による支援を決定することができる。 By executing the above-described processing, it is possible to determine support by a supporter who possesses necessary skills for the person requiring support.

日程候補処理部２１は，緊急度に応じて，支援者候補の日程の表示を変更してもよい。すなわち，日程候補処理部２１は，特定した支援者候補の日程情報を記憶部２４から抽出して，要支援者（要支援者Ａ）の要支援者端末３に表示させる際に，当該支援者候補について，すでに他の要支援者（要支援者Ｂ）による希望日程が登録されている場合には，要支援者Ａの緊急度と，要支援者Ｂの緊急度とを比較する。そして，要支援者Ａの緊急度が要支援者Ｂの緊急度が高ければ，当該支援者候補の日程は，要支援者Ａの要支援者端末３にそのまま表示，選択可能とさせる（たとえば図５と同様の表示とする）。一方，要支援者Ａの緊急度が要支援者Ｂの緊急度よりも低ければ，当該支援者候補の日程のうち，要支援者Ｂの希望日程は削除，除外，選択不可などの処理を行い，表示させる。すなわち，このときには要支援者Ａは，支援者候補の日程のうち，要支援者Ｂの希望日程と重複している日程については選択できない，表示されないなどの状態として表示される。この表示例の一例を図８に示す。 The schedule candidate processing unit 21 may change the display of the schedule of the supporter candidate according to the degree of urgency. That is, the schedule candidate processing unit 21 extracts the schedule information of the identified supporter candidate from the storage unit 24, and displays it on the supporter terminal 3 of the supporter (supporter A). If the candidate has already registered a schedule desired by another support-requiring person (support-requiring person B), the urgency level of the support-requiring person A and the urgency level of the support-requiring person B are compared. Then, if the urgency level of the person requiring support A is higher than the urgency level of the person requiring support B, the schedule of the candidate for the support person is displayed as it is on the person terminal 3 of the person requiring support A and can be selected (for example, FIG. 5). On the other hand, if the degree of urgency of the person requiring support A is lower than the degree of urgency of the person requiring support B, the desired schedule of the person requiring support B is deleted, excluded, or made unselectable among the schedules of the candidate for the support person. , to display. That is, at this time, for the person requiring support A, the schedule that overlaps with the desired schedule for the person requiring support B from among the schedules of the supporter candidates is displayed in such a state that it cannot be selected or is not displayed. An example of this display example is shown in FIG.

これによって，要支援者が希望日程の入力を行う際に，自らよりも緊急度が高い要支援者の希望日程が入っている場合には，そもそも希望日程が入力できないので，決定処理部２２における日程の決定処理を簡略化できる。また，自らよりも緊急度が低い要支援者の希望日程が先に入っている場合には，その希望日程を含めて希望日程を入力可能とでき，要支援者の緊急性の高い要望に応じることができる。 As a result, when the person in need of support inputs the desired schedule, if the desired schedule of the person in need of support with a higher degree of urgency than himself is entered, the desired schedule cannot be input in the first place. The schedule determination process can be simplified. In addition, if the desired schedule of a person requiring support with a lower degree of urgency than oneself is entered first, it is possible to enter the desired schedule including that desired schedule, and respond to the request of the person requiring support with a high degree of urgency. be able to.

本発明の情報処理システム１における構成，処理は，本発明の技術的思想の範囲内で適宜，設計変更をすることが可能であり，本明細書に記載した実施例に限定するものではない。 The configuration and processing in the information processing system 1 of the present invention can be appropriately modified within the scope of the technical idea of the present invention, and are not limited to the embodiments described in this specification.

本発明の情報処理システム１を用いることで，要支援者に対して，適切なスキルを保有する支援者による支援が可能なように日程調整を行える。 By using the information processing system 1 of the present invention, it is possible to adjust the schedule so that a person who needs support can be supported by a support person who has appropriate skills.

１：情報処理システム
２：管理端末
３：要支援者端末
２０：支援者候補処理部
２１：日程候補処理部
２２：決定処理部
２３：通知処理部
２４：記憶部
７０：演算装置
７１：記憶装置
７２：表示装置
７３：入力装置
７４：通信装置 1: Information processing system 2: Management terminal 3: Support required terminal 20: Supporter candidate processing unit 21: Schedule candidate processing unit 22: Decision processing unit 23: Notification processing unit 24: Storage unit 70: Arithmetic device 71: Storage device 72: Display device 73: Input device 74: Communication device

Claims

An information processing system for adjusting the schedule of support by a supporter for a person requiring support,
The information processing system is
A supporter who determines the skill of the supporter necessary to provide support for the inquiry based on the contents of the inquiry received from the supporter's terminal used by the supporter, and searches for supporter candidates. a candidate processing unit;
a schedule candidate processing unit that extracts the schedule information of the searched supporter candidate, displays it on the support-requiring terminal, and receives information of the support-requiring candidate's desired schedule among the schedule information;
a determination processing unit that determines the support schedule using the schedule information of the supporter candidate and the information of the desired schedule of the support-requiring person;
a notification processing unit that notifies the person requiring support of the support schedule,
The supporter candidate processing unit
extracting keywords stored in a dictionary associated with the degree of urgency from the content of the inquiry;
Determining the urgency of the inquiry using the keyword,
An information processing system characterized by:

An information processing system for adjusting the schedule of support by a supporter for a person requiring support,
The information processing system is
A supporter who determines the skill of the supporter necessary to provide support for the inquiry based on the contents of the inquiry received from the supporter's terminal used by the supporter, and searches for supporter candidates. a candidate processing unit;
a schedule candidate processing unit that extracts the schedule information of the searched supporter candidate, displays it on the support-requiring terminal, and receives information of the support-requiring candidate's desired schedule among the schedule information;
a determination processing unit that determines the support schedule using the schedule information of the supporter candidate and the information of the desired schedule of the support-requiring person;
a notification processing unit that notifies the person requiring support of the support schedule;
Keywords and urgency index values indicating urgency are associated with dictionaries associated with skills.
The supporter candidate processing unit
extracting keywords stored in a dictionary associated with the skill from the contents of the inquiry;
Determining the urgency of the inquiry using the urgency index value of the extracted keyword;
An information processing system characterized by:

An information processing system for adjusting the schedule of support by a supporter for a person requiring support,
The information processing system is
A supporter who determines the skill of the supporter necessary to provide support for the inquiry based on the contents of the inquiry received from the supporter's terminal used by the supporter, and searches for supporter candidates. a candidate processing unit;
a schedule candidate processing unit that extracts the schedule information of the searched supporter candidate, displays it on the support-requiring terminal, and receives information of the support-requiring candidate's desired schedule among the schedule information;
a determination processing unit that determines the support schedule using the schedule information of the supporter candidate and the information of the desired schedule of the support-requiring person;
a notification processing unit that notifies the person requiring support of the support schedule,
A dictionary associated with the degree of urgency is associated with a keyword and an urgency index value indicating the degree of urgency.
The supporter candidate processing unit
extracting keywords stored in a dictionary associated with the urgency level from the content of the inquiry;
Determining the urgency of the inquiry using the urgency index value of the extracted keyword;
An information processing system characterized by:

The schedule candidate processing unit
changing the display of the schedule information of the supporter candidate according to the degree of urgency;
4. The information processing system according to any one of claims 1 to 3, characterized by:

The schedule candidate processing unit
If the desired schedule of the other person requiring support is registered for the searched support person candidate, the degree of urgency of the person requiring support is compared with the degree of urgency of the other person requiring support, and the degree of urgency of the person requiring support is compared. Change schedule information of supporter candidates to be displayed to supporters,
5. The information processing system according to any one of claims 1 to 4, characterized by:

The schedule candidate processing unit
If the requested schedule of the other person requiring support is registered for the searched support person candidate, comparing the degree of urgency of the person requiring support with the degree of urgency of the other person requiring support,
if the degree of urgency of the person requiring support is higher than the degree of urgency of the other person requiring support, displaying the schedule information of the candidate for support as it is;
If the degree of urgency of the person requiring support is lower than the degree of urgency of the other person requiring support, the schedule information of the candidate for the support person is changed so that the desired schedule of the other person requiring support cannot be selected and displayed. ，
6. The information processing system according to any one of claims 1 to 5, characterized by:

the computer,
A supporter candidate for searching for a supporter candidate by judging the skill of the supporter necessary for providing support for the inquiry based on the contents of the inquiry received from the supporter's terminal used by the supporter. processing unit,
a schedule candidate processing unit that extracts the schedule information of the searched supporter candidate, displays it on the support-requiring terminal, and receives information of the support-requiring candidate's desired schedule among the schedule information;
a determination processing unit that determines the support schedule by using the schedule information of the supporter candidate and the information of the desired schedule of the support-requiring person;
An information processing program that functions as a notification processing unit that notifies the support schedule to the person requiring support,
The supporter candidate processing unit
extracting keywords stored in a dictionary associated with the degree of urgency from the content of the inquiry;
Determining the urgency of the inquiry using the keyword,
An information processing program characterized by:

the computer,
A supporter candidate for searching for a supporter candidate by judging the skill of the supporter necessary for providing support for the inquiry based on the contents of the inquiry received from the supporter's terminal used by the supporter. processing unit,
a schedule candidate processing unit that extracts the schedule information of the searched supporter candidate, displays it on the support-requiring terminal, and receives information of the support-requiring candidate's desired schedule among the schedule information;
a determination processing unit that determines the support schedule by using the schedule information of the supporter candidate and the information of the desired schedule of the support-requiring person;
An information processing program that functions as a notification processing unit that notifies the support schedule to the person requiring support ,
Keywords and urgency index values indicating urgency are associated with dictionaries associated with skills.
The supporter candidate processing unit
extracting keywords stored in a dictionary associated with the skill from the contents of the inquiry;
Determining the urgency of the inquiry using the urgency index value of the extracted keyword;
An information processing program characterized by:

the computer,
A supporter candidate for searching for a supporter candidate by judging the skill of the supporter necessary for providing support for the inquiry based on the contents of the inquiry received from the supporter's terminal used by the supporter. processing unit,
a schedule candidate processing unit that extracts the schedule information of the searched supporter candidate, displays it on the support-requiring terminal, and receives information of the support-requiring candidate's desired schedule among the schedule information;
a determination processing unit that determines the support schedule by using the schedule information of the supporter candidate and the information of the desired schedule of the support-requiring person;
An information processing program that functions as a notification processing unit that notifies the support schedule to the person requiring support ,
A dictionary associated with the degree of urgency is associated with a keyword and an urgency index value indicating the degree of urgency.
The supporter candidate processing unit
extracting keywords stored in a dictionary associated with the urgency level from the content of the inquiry;
Determining the urgency of the inquiry using the urgency index value of the extracted keyword;
An information processing program characterized by: