JP7339130B2 - Information processing device, check processing method and check processing program - Google Patents

Description

The present invention relates to an information processing device, a check processing method, and a check processing program.

In support operations at a support center or the like, a reply is sent to a customer by e-mail or the like. When replying to e-mails, etc., the person in charge works in pairs to check the contents of the e-mail, to prevent mistakes such as misdelivery and incorrect attachment of attachments. In such a check process, the check may be neglected due to the familiarity of the person in charge. Also, in a questionnaire including many question items, it has been proposed to change the display order of the question items in order to suppress the deterioration of the reliability of the answer data due to the position of the question.

JP 2007-172339 A

When replying to e-mails, etc., the person in charge works in pairs to check, but it is conceivable to replace one of the pair with a chatbot and check by voice chat. However, when the person in charge is busy, for example, even if the person in charge responds appropriately to the question, if there is an answer, the chatbot treats the check as having been completed. For this reason, the person in charge does not check seriously, and careless mistakes may occur.

One aspect of the present invention is to provide an information processing device, a check processing method, and a check processing program capable of suppressing careless mistakes due to familiarity with checking.

In one aspect, an information processing device includes a calculation unit, a change unit, and a warning unit. The calculation unit calculates a response time based on a question end time of a chatbot that asks a question and receives an answer from a user through voice chat and the user's answer end time. The changing unit refers to a storage unit that stores the average value of the answer times, the first threshold value, and the second threshold value in association with each question, and changes the calculated answer time to the average value. If less than a first time based on the first threshold, change the chatbot question scenario. A warning unit issues a warning to the user when the answer time to the question based on the modified scenario is shorter than a second time based on the average value and the second threshold.

It is possible to suppress careless mistakes due to familiarity with checking.

FIG. 1 is a block diagram showing an example of the configuration of an information processing apparatus according to an embodiment. FIG. 2 is a diagram illustrating an example of a check item storage unit; FIG. 3 is a diagram illustrating an example of a response time table storage unit; FIG. 4 is a flowchart showing an example of check processing according to the embodiment. FIG. 5 is a diagram showing an example of a computer that executes a check processing program.

Exemplary embodiments of an information processing apparatus, a check processing method, and a check processing program disclosed in the present application will be described below in detail with reference to the drawings. Note that the disclosed technology is not limited by the following examples. In addition, the following examples may be combined as appropriate within a non-contradictory range.

FIG. 1 is a block diagram showing an example of the configuration of an information processing apparatus according to an embodiment. In the information processing apparatus 100 shown in FIG. 1, for example, a chatbot that conducts a voice chat with a user who is in charge of a support center operates. Accept answers. The information processing apparatus 100 calculates the response time based on the question end time of the chatbot and the user's response end time. The information processing apparatus 100 refers to a storage unit that stores an average value of response times, a first threshold value, and a second threshold value in association with each question, and compares the calculated response time with the average value and the second threshold value. If less than a first time based on a threshold of 1, change the chatbot question scenario. The information processing apparatus 100 issues a warning to the user when the answer time to the question based on the changed scenario is shorter than the second time based on the average value and the second threshold. As a result, the information processing apparatus 100 can suppress careless mistakes due to familiarity with checking.

As shown in FIG. 1, the information processing apparatus 100 includes a communication section 110, a display section 111, an operation section 112, an input/output section 113, a storage section 120, and a control section . The information processing apparatus 100 may have various functional units of known computers, such as various input devices and audio output devices, in addition to the functional units shown in FIG.

The communication unit 110 is realized by, for example, a NIC (Network Interface Card) or the like. The communication unit 110 is a communication interface that is wired or wirelessly connected to another information processing apparatus via a network (not shown) and controls information communication with the other information processing apparatus. The communication unit 110 receives, for example, check item data from another information processing device. Communication unit 110 outputs the received check item data to control unit 130 .

The display unit 111 is a display device for displaying various information. The display unit 111 is implemented by, for example, a liquid crystal display as a display device. The display unit 111 displays various screens such as a display screen input from the control unit 130 .

The operation unit 112 is an input device that receives various operations from the user of the information processing apparatus 100 . The operation unit 112 is realized by, for example, a keyboard, a mouse, etc. as an input device. The operation unit 112 outputs the operation input by the user to the control unit 130 as operation information. Note that the operation unit 112 may be realized by a touch panel or the like as an input device, and the display device of the display unit 111 and the input device of the operation unit 112 may be integrated.

Input/output unit 113 has a microphone terminal and a headphone terminal, and is connected to a headset worn by the user of information processing apparatus 100 . Input/output unit 113 converts an audio signal input from the user's headset into audio data and outputs the audio data to control unit 130 . Input/output unit 113 also converts audio data input from control unit 130 into an audio signal and outputs the audio signal to the headset of the user. In addition, in a system without a headset, it is also possible to substitute a microphone and a speaker.

The storage unit 120 is implemented by, for example, a RAM (Random Access Memory), a semiconductor memory device such as a flash memory, or a storage device such as a hard disk or an optical disk. Storage unit 120 has check item storage unit 121 and response time table storage unit 122 . The storage unit 120 also stores information used for processing in the control unit 130 .

The check item storage unit 121 stores, for example, check items in a check list when sending an email. FIG. 2 is a diagram illustrating an example of a check item storage unit; As shown in FIG. 2, the check item storage unit 121 has items such as "question No.", "check item", and "answer". "Answer" further has items such as "Yes" and "No."

"Question No." is an identifier that identifies a question in the checklist, that is, a check item. "Check item" is information indicating the content of the question on the checklist. "Yes" in the "Answer" column indicates the next question number when the user's answer to the check item is Yes. is information indicating "No" in the "Answer" column indicates the next question number when the user's answer to the check item is No. is information indicating For example, question no. If the user answers "Yes" to the chatbot question "Does the domain match the customer name?" Move to "3". On the other hand, if the user answers "No" to the question, question No. Move to "2-1". That is, "Yes" and "No" in the "Answer" column are information indicating the next question to the user according to the answer. Also, when the questions are shuffled, the "Answer" column is updated in order after the change. Note that different "answer" columns may be provided for the initial scenario and the changed scenario. In addition, the "answer" column may have an item for when there is no applicable question.

Returning to the description of FIG. 1, the answer time table storage unit 122 stores the average answer time for each question and two types of threshold values in association with each other. FIG. 3 is a diagram illustrating an example of a response time table storage unit; As shown in FIG. 3, the response time table storage unit 122 has items such as "question No.", "average value of response time", "normal threshold", and "changed threshold".

"Question No." is an identifier that identifies a question in the checklist, that is, a check item. "Average answer time" is information representing the past average answer time for each question in seconds. "Normal time threshold" is the threshold for detecting when the response time is short when the chatbot's question scenario is in normal order, and represents the offset value in seconds from the average response time. Information. "Threshold when changing" is the threshold for detecting short response times when the chatbot question scenario is in the order of shuffling. This is information expressed in units. For example, question no. For "1", the first time, which is the detection criterion when the normal response time is short, is set to average response time+threshold for normal time=5 seconds+(−1 second)=4 seconds. Also, question no. In "1", the second time, which is the detection criterion when the response time at the time of change is short, is the average value of the response times + the threshold at the time of change = 5 seconds + 1 second = 6 seconds. Note that the "normal threshold" and the "changed threshold" may store the first time and the second time as thresholds. Also, the first time and the second time may be corrected using a correction value α representing a difference for each individual user.

Returning to the description of FIG. 1, the control unit 130 executes a program stored in an internal storage device using a RAM as a work area, for example, by a CPU (Central Processing Unit) or an MPU (Micro Processing Unit). It is realized by Also, the control unit 130 may be implemented by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

The control unit 130 includes a chatbot 131, a calculation unit 132, a change unit 133, a warning unit 134, and a generation unit 135, and implements or executes information processing functions and actions described below. Note that the internal configuration of the control unit 130 is not limited to the configuration shown in FIG. 1, and may be another configuration as long as it performs information processing described later.

The chatbot 131 conducts voice chat with the user, and checks the checklist in a format in which the user answers the questions of the chatbot. The chatbot 131 refers to the check item storage unit 121 and normally selects the question No. according to the question scenario. Questions are asked in order from "1", and the next question is shifted according to the user's answer. Further, when the question scenario is changed and the questions (check items) are shuffled, the chatbot 131 refers to the answer column that stores the changed order of the check item storage unit 121, and checks the changed scenario order. Ask questions according to Chatbot 131 outputs voice data of the voice chat to calculator 132 and generator 135 . Also, when the scenario is changed, chatbot 131 outputs the changed question and answer to warning unit 134 .

The calculation unit 132 detects the question end time of the chatbot 131 and the user's answer end time based on the voice data input from the chatbot 131 . The calculation unit 132 calculates the answer time by calculating the difference between the question end time of the chatbot 131 and the user's answer end time. Calculation unit 132 outputs the calculated response time to change unit 133 and warning unit 134 . Further, the calculation unit 132 stores the calculated response time in the storage unit 120 as a history.

The changing unit 133 refers to the response time table storage unit 122 for each question, and based on the average value of the response times and the threshold value for normal times, changes the first time, which is the detection criterion when the response time is short during normal times. calculate. When the response time is input from the calculation unit 132, the changing unit 133 determines whether the input response time, that is, the current response time is shorter than the first time. If the change unit 133 determines that the current answer time is longer than or equal to the first time, the change unit 133 refers to the past answer times (not shown) stored in the storage unit 120 and calculates the average answer time for each question. . The changing unit 133 changes the corresponding question No. in the answer time table storage unit 122. Update the average response time in , with the calculated average.

On the other hand, when determining that the current response time is shorter than the first time, the changing unit 133 increments the value of the counter k. Note that the counter k is initialized to "0" at the start of the check process. The changing unit 133 determines whether or not the value of the counter k is greater than or equal to a preset threshold value j. Here, the threshold value j is a value for determining that the case where the response time is shorter than the first time has been detected a predetermined number of times, and can be set to "3" or "4", for example.

When determining that the value of the counter k is less than the threshold value j, the changing unit 133 refers to past answer times (not shown) stored in the storage unit 120 and calculates the average answer time for each question. The changing unit 133 changes the corresponding question No. in the answer time table storage unit 122. Update the average response time in , with the calculated average. Note that if the response time shorter than the first time is not to be included in the population for which the average value is calculated, the average value is not updated when the value of the counter k is determined to be less than the threshold value j. you can

On the other hand, when the changing unit 133 determines that the value of the counter k is equal to or greater than the threshold value j, it shuffles the questions, that is, shuffles the check items and changes the order. That is, the changing unit 133 changes the question scenario. The user is not notified that the questions have been shuffled, and the pace of the questions is normal. The changing unit 133 updates the answer column of the check item storage unit 121 in the changed order. Further, the changing unit 133 may change one or more of the remaining questions to questions in which the correct answers are reversed. That is, the changing unit 133 randomly mixes questions to which the answer should be "No" at an early stage after shuffling. This is to make the user aware early that an appropriate answer is given. After changing the order of the questions, the changing unit 133 instructs the chatbot 131 to proceed to the next question.

That is, when the user's response speed increases, the information processing apparatus 100 suspects that the check is loose, and secretly changes the order of the questions or changes the correct answer to a question with the correct answer reversed. Then, if the user is seriously checking, the user will be cautious and the response speed will be slow because it is different from the usual feeling, but if the user is checking appropriately, the response speed will remain fast. , it can be determined that the check is loose.

When the changed question and answer are input from chatbot 131 and the response time is input from calculation unit 132, warning unit 134 determines whether or not the question with the correct answer reversed has been answered incorrectly. If the warning unit 134 determines that the question with the correct answer reversed has not been answered incorrectly, it determines whether or not the current answer time is less than the second time. Note that the second time is a detection criterion when the response time at the time of change is short. The warning unit 134 issues a warning to the user, for example, by voice when it is determined that the question with the correct answer has been answered incorrectly, or when it is determined that the current answer time is less than the second time. Also, the warning unit 134 similarly issues a warning when the input response time is a negative value. As for the warning, the display unit 111 may display a warning message such as "Is the answer correct? Please check the content again." Note that if the warning unit 134 determines that a question with the correct answer reversed has been answered incorrectly, there is a possibility that the check several times before is also appropriate, so the chat bot goes back and checks the question again. 131.

The warning unit 134 initializes the value of the counter k when determining that the current response time is longer than or equal to the second time, or when issuing a warning. Note that the case where the current response time is longer than or equal to the second time means that the user is seriously checking the change in order. After initializing the value of the counter k, the warning unit 134 determines whether or not all the questions have been checked. If the warning unit 134 determines that all the questions have not been checked, it refers to the past answer times (not shown) stored in the storage unit 120 and calculates the average answer time for each question. The warning unit 134 stores the corresponding question No. in the answer time table storage unit 122. Update the average response time in , with the calculated average. If the warning unit 134 determines that all the questions have been checked, it ends the check process.

When the voice data is input from the chatbot 131, the generating unit 135 transcribes the voice data and generates a checked check sheet reflecting the check contents. The generation unit 135 stores the generated checked check sheet in the storage unit 120 . Note that the generation unit 135 may refer to the check item storage unit 121 to acquire the contents of the check items. The generation unit 135 may print the checked check sheet using a printing device (not shown).

Next, the operation of the information processing apparatus according to the embodiment will be described. FIG. 4 is a flowchart showing an example of check processing according to the embodiment.

When the chatbot 131 starts checking with the user through voice chat, the changing unit 133 initializes the counter k=0 (step S1).

The chatbot 131 refers to the check item storage unit 121, asks a question by voice chat, and receives an answer to the question from the user. The chatbot 131 outputs voice data of the voice chat to the calculator 132 . The calculator 132 detects the question end time of the chatbot 131 and the user's answer end time based on the voice data input from the chatbot 131 (step S2).

The calculation unit 132 calculates the response time based on the question end time of the chatbot 131 and the user's response end time (step S3). Calculation unit 132 outputs the calculated response time to change unit 133 and warning unit 134 .

When the response time is input from the calculation unit 132, the change unit 133 determines whether or not the current response time input is shorter than the first time (step S4). If the change unit 133 determines that the current answer time is longer than or equal to the first time (step S4: No), the change unit 133 calculates the average answer time for each question (step S5). The change unit 133 updates the average value of the corresponding response times in the response time table storage unit 122 with the calculated average value, and returns to step S2.

On the other hand, when determining that the current response time is shorter than the first time (step S4: Yes), the changing unit 133 increments the value of the counter k (step S6). The changing unit 133 determines whether or not the value of the counter k is equal to or greater than a preset threshold value j (step S7). When the changing unit 133 determines that the value of the counter k is less than the threshold value j (step S7: No), the process proceeds to step S5.

On the other hand, if the changing unit 133 determines that the value of the counter k is equal to or greater than the threshold value j (step S7: Yes), it shuffles the questions and changes the order (step S8). After changing the order of the questions, the changing unit 133 instructs the chatbot 131 to proceed to the next question.

The chatbot 131 asks the following questions based on the changed scenario and receives answers to the questions from the user. The chatbot 131 outputs voice data of the voice chat to the calculator 132 . The calculator 132 detects the question end time of the chatbot 131 and the user's answer end time based on the voice data input from the chatbot 131 (step S9). Chatbot 131 also outputs the questions and answers after the scenario change to warning unit 134 .

The calculation unit 132 calculates the response time based on the question end time of the chatbot 131 and the user's response end time (step S10). Calculation unit 132 outputs the calculated response time to change unit 133 and warning unit 134 .

When the question and answer after the scenario change are input from the chatbot 131 and the response time is input from the calculation unit 132, the warning unit 134 determines whether or not the question with the correct answer reversed has been answered incorrectly (step S11). ). When the warning unit 134 determines that the question with the correct answer reversed has not been answered incorrectly (step S11: No), it determines whether or not the current answer time is less than the second time (step S12). If the warning unit 134 determines that the question with the correct answer reversed has been answered incorrectly (step S11: Yes), or if it determines that the current answer time is less than the second time (step S12: Yes), A warning is issued to the user (step S13), and the process proceeds to step S14.

If the warning unit 134 determines that the current response time is longer than or equal to the second time (step S12: No) or issues a warning (step S13), it sets the counter k to 0 (step S14). . The warning unit 134 determines whether or not all questions have been checked (step S15). When the warning unit 134 determines that all the questions have not been checked (step S15: No), the process proceeds to step S5.

When the warning unit 134 determines that all the questions have been checked (step S15: Yes), the check process ends. As a result, the information processing apparatus 100 can suppress careless mistakes due to familiarity with checking. In addition, it is possible to omit the double check performed by the user (person in charge) in pairs. Furthermore, it is possible to improve the check accuracy when the user checks.

In this way, the information processing apparatus 100 calculates the response time based on the question end time of the chatbot 131 that asks questions and receives responses from the user through voice chat and the user's response end time. Further, the information processing apparatus 100 refers to the response time table storage unit 122 that stores the average value of the response times, the first threshold, and the second threshold in association with each question, and calculates the calculated response time. is less than a first time based on the average and a first threshold, change the chatbot 131 question scenario. Further, the information processing apparatus 100 issues a warning to the user when the answer time to the question based on the changed scenario is shorter than the second time based on the average value and the second threshold. As a result, it is possible to suppress careless mistakes due to familiarity with checking. That is, users can be warned if they are answering inappropriately, ie without thinking.

Further, the information processing apparatus 100 changes the scenario by shuffling the questions included in the scenario. As a result, users can be warned when they are answering inappropriately, ie without thinking.

Further, the information processing apparatus 100 changes the scenario when the calculated response time is shorter than the first time for a plurality of consecutive times. As a result, users can be warned when they are answering inappropriately, ie without thinking.

Also, the answer is a binary answer, and the information processing apparatus 100 changes one or more questions included in the scenario to a question in which the correct answer is reversed for the binary answer. As a result, users can be warned when they are answering inappropriately, ie without thinking.

Further, the information processing apparatus 100 issues a warning to the user when the calculated response time is a negative value. As a result, a warning can be given if the question is answered without listening to the end.

The information processing apparatus 100 also transcribes the content of the voice chat to generate a check sheet. As a result, the result of checking by the chatbot can be generated as a checked check sheet.

In addition, in the above embodiment, the check process is performed using voice chat, but the present invention is not limited to this. For example, it can be applied to a check process in which a question is displayed on a display screen and an input such as "Y" or "N" from a keyboard or a selection by a mouse or a touch panel is accepted.

Further, in the above embodiment, the information processing apparatus 100 performs the operation of the chatbot and the checking process, but the present invention is not limited to this. For example, the server may operate a chatbot and perform check processing, and the user may call the server to conduct a voice chat. Additionally, the chatbot may run on other servers.

Also, each constituent element of each part illustrated does not necessarily need to be physically configured as illustrated. In other words, the specific form of distribution and integration of each part is not limited to the one shown in the figure, and all or part of it can be functionally or physically distributed and integrated in arbitrary units according to various loads and usage conditions. can be configured as For example, the change unit 133 and the warning unit 134 of the information processing device 100 may be integrated. Moreover, the illustrated processes are not limited to the order described above, and may be performed simultaneously or in a different order as long as the contents of the processes are not inconsistent.

Furthermore, the various processing functions performed by each device may be executed in whole or in part on a CPU (or a microcomputer such as an MPU or MCU (Micro Controller Unit)). Also, various processing functions may be executed in whole or in part on a program analyzed and executed by a CPU (or a microcomputer such as an MPU or MCU) or on hardware based on wired logic. It goes without saying that it is good.

By the way, the various processes described in each of the above embodiments can be realized by executing a prepared program on a computer. Therefore, an example of a computer that executes a program having functions similar to those of the above embodiments will be described below. FIG. 5 is a diagram showing an example of a computer that executes a check processing program.

As shown in FIG. 5, the computer 200 has a CPU 201 that executes various arithmetic processes, an input device 202 that receives data input, and a monitor 203 . The computer 200 also includes a medium reading device 204 for reading programs and the like from a storage medium, an interface device 205 for connecting to various devices, and a communication device 206 for connecting to other information processing devices by wire or wirelessly. have The computer 200 also has a RAM 207 that temporarily stores various information, and a hard disk device 208 . Each device 201 - 208 is also connected to a bus 209 .

The hard disk device 208 stores a check processing program having functions similar to those of the chatbot 131, the calculation unit 132, the change unit 133, the warning unit 134, and the generation unit 135 shown in FIG. The hard disk device 208 also stores a check item storage unit 121 and a response time table storage unit 122 . The input device 202 receives input of various information such as operation information from the user of the computer 200, for example. The monitor 203 displays various screens such as a display screen to the user of the computer 200, for example. The interface device 205 is connected with, for example, a headset, a printing device, and the like. The communication device 206 has, for example, the same function as the communication unit 110 shown in FIG. 1, is connected to a network (not shown), and exchanges various information with other information processing devices.

The CPU 201 performs various processes by reading each program stored in the hard disk device 208, developing it in the RAM 207, and executing it. These programs can also cause computer 200 to function as chatbot 131, calculator 132, changer 133, warning unit 134, and generator 135 shown in FIG.

Note that the check processing program described above does not necessarily have to be stored in the hard disk device 208 . For example, computer 200 may read and execute a program stored in a storage medium readable by computer 200 . Examples of storage media readable by the computer 200 include portable recording media such as CD-ROMs, DVDs (Digital Versatile Discs), and USB (Universal Serial Bus) memories, semiconductor memories such as flash memories, and hard disk drives. . Alternatively, the check processing program may be stored in a device connected to a public line, the Internet, a LAN, etc., and the computer 200 may read out and execute the check processing program therefrom.

100 information processing device 110 communication unit 111 display unit 112 operation unit 113 input/output unit 120 storage unit 121 check item storage unit 122 response time table storage unit 130 control unit 131 chatbot 132 calculation unit 133 change unit 134 warning unit 135 generation unit

Claims (8)

a calculation unit that calculates the response time based on the question end time of a chatbot that asks a question and receives an answer by voice chat with a user and the user's answer end time;
By referring to a storage unit that stores the average value of the response times, the first threshold value, and the second threshold value in association with each question, the calculated response time is calculated based on the average value and the first threshold value. a modifier that modifies the chatbot question scenario if less than a first time based on a threshold;
a warning unit that issues a warning to the user when the answer time to the question based on the modified scenario is shorter than a second time based on the average value and the second threshold;
An information processing apparatus characterized by comprising: The changing unit changes the scenario by shuffling questions included in the scenario.
The information processing apparatus according to claim 1, characterized by: The changing unit changes the scenario when the calculated response time is shorter than the first time for a plurality of consecutive times.
3. The information processing apparatus according to claim 1, wherein: The answer is a binary answer,
The changing unit changes one or more questions included in the scenario to a question in which the correct answer is reversed for the binary answer.
4. The information processing apparatus according to any one of claims 1 to 3, characterized by: wherein the warning unit issues a warning to the user when the calculated response time is a negative value;
The information processing apparatus according to any one of claims 1 to 4, characterized in that: a generation unit that transcribes the content of the voice chat to generate a check sheet;
The information processing apparatus according to any one of claims 1 to 5, characterized by comprising: calculating a response time based on a question end time of a chatbot that asks a question and receives an answer from a user through voice chat and the user's answer end time;
By referring to a storage unit that stores the average value of the response times, the first threshold value, and the second threshold value in association with each question, the calculated response time is calculated based on the average value and the first threshold value. changing the chatbot question scenario if less than a first time based on a threshold;
alerting the user if the answer time to a question based on the modified scenario is less than a second time based on the average value and the second threshold;
A check processing method characterized in that the processing is executed by a computer. calculating a response time based on a question end time of a chatbot that asks a question and receives an answer from a user through voice chat and the user's answer end time;
By referring to a storage unit that stores the average value of the response times, the first threshold value, and the second threshold value in association with each question, the calculated response time is calculated based on the average value and the first threshold value. changing the chatbot question scenario if less than a first time based on a threshold;
alerting the user if the answer time to a question based on the modified scenario is less than a second time based on the average value and the second threshold;
A check processing program characterized by causing a computer to execute processing.

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