JP7638167B2 - Computer system and procedure support method - Google Patents

Description

The present invention relates to a system and method for providing a one-stop service that integrates multiple services.

In recent years, various services have been digitized. One-stop services are also expanding. With one-stop services, users can access a designated system from a device such as a personal computer or smartphone and carry out multiple procedures to achieve a certain goal all at once.

For example, the technology described in Patent Document 1 is known. Patent Document 1 describes that "When an access request is received from the user terminal 1 of the user, the intermediary service management function 10 displays the service items and contents in the provided service DB 11a. When the user 1 selects a service item, the usage rules and terms of use of the common part are presented, and when the user responds that he/she agrees to the terms of use of the common part, an instruction to start the service is issued to the service providing functions 14-16 corresponding to the provided service. The relevant service providing functions 14-16 present the usage rules and terms of use specific to the provided service, and when the user 1 responds that he/she agrees to the terms of use of the specific part, the software service is executed."

JP 2007-299176 A

The technology in Patent Document 1 is not a one-stop service that integrates different services, and the service is provided by a fixed service provider.

The present invention realizes a system and method that links different services and provides a one-stop service customized for each user.

A representative example of the invention disclosed in this application is as follows. That is, a computer system having at least one computer is connected to a service system operated by a service provider that provides a service, and holds service coordination information that stores data associating a combination of a keyword, a user characteristic, and a procedure to be performed on the service provider, service management information that stores data associating the procedure and the service, and service provider management information that stores data associating the service, the service provider, and the service system, obtains characteristic data for identifying the user characteristics, obtains input data including a search keyword related to a user request, refers to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the input data to identify the combination of procedures for realizing the user request, refers to the service management information and the service provider management information to identify the service system that accepts the procedure included in the identified combination of procedures, and presents the identified combination of procedures and the identified service system to a user.

According to the present invention, different services can be linked together to provide a one-stop service customized for each user. Problems, configurations, and advantages other than those described above will become clear from the explanation of the following embodiment.

FIG. 1 illustrates an example of a system configuration according to a first embodiment. 1 is a diagram illustrating an example of a data structure of service coordination information according to a first embodiment. FIG. A figure explaining an example of the data structure of procedure management information in Example 1. 4 is a diagram illustrating an example of a data structure of service management information according to the first embodiment. FIG. 10 is a diagram illustrating an example of a data structure of service provider management information according to the first embodiment. FIG. 4 is a diagram illustrating an example of a data structure of scenario management information according to the first embodiment. FIG. 11 is a flowchart illustrating an example of a service coordination generation process executed by the terminal according to the first embodiment. FIG. 2 is a sequence diagram showing a process flow in the system of the first embodiment. FIG. 2 is a sequence diagram showing a process flow in the system of the first embodiment. FIG. 2 is a sequence diagram showing a process flow in the system of the first embodiment. FIG. 11 is a diagram illustrating an example of a screen that the terminal of the first embodiment displays to a user. FIG. 11 is a diagram showing an example of a screen that the terminal of the first embodiment displays to the service system.

The following describes an embodiment of the present invention with reference to the drawings. However, the present invention should not be interpreted as being limited to the description of the embodiment shown below. It will be easily understood by those skilled in the art that the specific configuration can be changed without departing from the concept or spirit of the present invention.

In the configuration of the invention described below, the same or similar configurations or functions are given the same reference symbols, and duplicate explanations are omitted.

The terms "first," "second," "third," and the like used in this specification are used to identify components and do not necessarily limit the number or order.

The position, size, shape, range, etc. of each component shown in the drawings, etc. may not represent the actual position, size, shape, range, etc., in order to facilitate understanding of the invention. Therefore, the present invention is not limited to the position, size, shape, range, etc. disclosed in the drawings, etc.

The present invention aims to provide a one-stop service that links different services and is customized for each user, and also aims to solve the following problems. First, to provide a one-stop service to people who cannot use digital services using personal devices due to age, nationality, physical factors, and economic factors. Second, to provide a one-stop service that handles non-digital procedures. Third, to enable service providers who are finding it difficult to maintain base-based services to provide services that are not dependent on physical bases, thereby maintaining/ensuring opportunities to provide services to residents.

Figure 1 shows an example of the system configuration of Example 1.

The system is composed of bases and multiple service systems 190. The bases are places used by a wide variety of people, such as public facilities and post offices. The bases include a terminal 100, a database 101, an AI concierge 102, and a characteristic data acquisition device 103.

The service system 190 is a system operated by a service provider that provides a service. Examples of the service provider include a local government that provides administrative services, a telecommunications carrier that provides communication services, an electric power company that provides power transmission services, and a bank that provides financial services. The present invention is not limited to the type of service provider. Furthermore, the present invention is not limited to the system configuration of the service system 190.

The base terminal 100 is connected to multiple service systems 190 via a network (not shown). The network may be, for example, a wide area network (WAN) or a local area network (LAN), and the connection method may be either wired or wireless.

The AI concierge 102 is a digital signage for communicating with users. The AI concierge 102 includes a microphone, a speaker, and a touch panel.

The characteristic data acquisition device 103 is a device that acquires characteristic data for identifying the characteristics of a user. The characteristic data acquisition device 103 is, for example, a camera that acquires an image of the user's face and a tablet terminal operated by the user. The AI concierge 102 may also function as the characteristic data acquisition device 103. For example, it is conceivable to acquire characteristic data from operations performed on the AI concierge 102.

The database 101 stores various information. The database 101 may be realized using a single storage device, or may be realized using a storage system having multiple storage devices. The database 101 stores service coordination information 130, procedure management information 131, service management information 132, service provider management information 133, and scenario management information 134.

Service coordination information 130 is information for managing a combination of procedures for realizing a user request. Here, a user request refers to a notification of relocation, opening an account, changing registered information, etc. The data structure of service coordination information 130 is explained using Figure 2.

Procedure management information 131 is information for managing procedures, such as the contents of the procedure and the services that accept the procedure. The data structure of procedure management information 131 is explained using Figure 3. Here, a procedure is a concept that includes applications, document submissions, inquiries, and consultations.

Service management information 132 is information for managing services, such as the content of the service and the service provider. The data structure of service management information 132 is explained using Figure 4.

The service provider management information 133 is information for managing the service provider, such as the name of the service provider and the service system 190 operated by the service provider. The data structure of the service provider management information 133 will be explained using FIG. 5.

Scenario management information 134 is information for managing scenarios, which are inquiries from the AI concierge 102 to the user. The data structure of scenario management information 134 will be explained using Figure 6.

The terminal 100 connects to multiple service systems 190 and assists in carrying out procedures to realize user requests. The terminal 100 has a processor 110, a memory 111, a network interface 112, and an I/O interface 113. Each hardware element is connected via an internal bus. The terminal 100 may also have storage devices such as a hard disk drive (HDD) and a solid state drive (SSD).

The processor 110 executes a program stored in the memory 111. The processor 110 executes processing according to the program, thereby operating as a functional unit (module) that realizes a specific function. In the following explanation, when a process is explained using a functional unit as the subject, this indicates that the processor 110 is executing a program that realizes the functional unit.

Memory 111 stores the programs executed by processor 110 and data used by the programs. Memory 111 is also used as a work area. The programs stored in memory 111 will be described later.

The network interface 112 connects to external devices via a network. The I/O interface 113 connects to external devices.

Here, we will explain the programs stored in the memory 111. The memory 111 stores programs that realize the characteristic analysis unit 120, the user request category prediction unit 121, the interpretation unit 122, the service coordinator 123, the query generation unit 124, and the collaboration unit 125.

The characteristic analysis unit 120 analyzes the characteristics of the user. The user request category prediction unit 121 predicts the category of the user request that the user inquires about. The interpretation unit 122 interprets the user's input. The service coordinator 123 outputs a combination of procedures (service coordination) based on the user's characteristics and the interpretation results of the input. The inquiry generation unit 124 makes an inquiry to the user based on the scenario. The collaboration unit 125 connects to the service system 190.

Regarding each functional unit of the terminal 100, multiple functional units may be combined into one functional unit, or one functional unit may be divided into multiple functional units for each function.

Next, we will explain the data structure of the information stored in database 101.

Figure 2 is a diagram illustrating an example of the data structure of service coordination information 130 in Example 1.

The service coordination information 130 stores entries including a coordination ID 201, a keyword 202, a user characteristic 203, and a service coordination 204. One entry corresponds to one service coordination. Note that the fields included in an entry are not limited to those described above. An entry may not include any of the fields described above, or may include other fields.

Coordination ID 201 is a field that stores identification information for service coordination.

Keywords 202 is a group of fields that stores keywords for identifying service coordination.

User characteristics 203 are a group of fields that store the characteristics of a user for identifying service coordination. User characteristics 203 include fields that store whether the user is a single person, gender, age, nationality, etc.

Service coordination 204 is a group of fields that stores the procedures that make up the service coordination. Each field of service coordination 204 stores identification information for the procedures that make up the service coordination.

Figure 3 is a diagram illustrating an example of the data structure of procedure management information 131 in Example 1.

The procedure management information 131 stores entries including a procedure ID 301, a service ID 302, a procedure category 303, a procedure content 304, and a judgment flag 305. One entry corresponds to one procedure. Note that the fields included in an entry are not limited to those described above. An entry may not include any of the fields described above, or may include other fields.

Procedure ID 301 is a field that stores identification information for a procedure. The identification information stored in Procedure ID 301 is stored in the Service Coordination 204 field.

Service ID 302 is a field that stores the identification information of the service accepting the procedure.

Procedure category 303 is a field that stores the procedure category.

Procedure content 304 is a field that stores the specific details of the procedure.

The judgment flag 305 is a field that stores a flag indicating whether or not the procedure can be handled by the AI concierge 102. If the procedure can be handled by the AI concierge 102, the judgment flag 305 stores "Yes", and if the procedure cannot be handled by the AI concierge 102, the judgment flag 305 stores "No". In this embodiment, it is assumed that the AI concierge 102 can handle digitized procedures and cannot handle non-digitized procedures.

Figure 4 is a diagram illustrating an example of the data structure of service management information 132 in Example 1.

The service management information 132 stores entries including a service ID 401, a field category 402, and a service provider ID 403. One entry corresponds to a service provider that provides a service. Note that the fields included in an entry are not limited to those described above. An entry may not include any of the fields described above, or may include other fields.

Service ID 401 stores the identification information of the service. Service ID 302 stores the identification information stored in service ID 401.

Field category 402 is a field that stores the field of the service.

Service provider ID 403 is a field that stores the identification information of the service provider that provides the service.

Figure 5 is a diagram illustrating an example of the data structure of service provider management information 133 in Example 1.

The service provider management information 133 stores entries including a service provider ID 501, a service provider name 502, and a service system connection destination 503. One entry corresponds to one service provider. Note that the fields included in an entry are not limited to those described above. An entry may not include any of the above-mentioned fields, or may include other fields.

Service provider ID 501 is a field that stores identification information of the service provider. Service provider ID 403 stores the identification information stored in service provider ID 501.

Service provider name 502 is a field that stores the name of the service provider.

Service system connection destination 503 is a field that stores the URL, etc., of the connection destination of the service system 190 operated by the service provider.

Figure 6 is a diagram illustrating an example of the data structure of scenario management information 134 in Example 1.

Scenario management information 134 stores entries including a scenario ID 601, a procedure ID 602, a premise scenario ID 603, and a scenario 604. One entry corresponds to one scenario.

Scenario ID 601 is a field that stores the identification information of the scenario.

Procedure ID 602 is a field that stores the identification information of the procedure to which the scenario is applied. Procedure ID 602 stores the identification information stored in Procedure ID 301.

Prerequisite scenario ID 603 is a field that stores the identification information of a scenario that needs to be executed before applying the scenario.

Scenario 604 is a field that stores the scenario.

The information stored in the database 101 may be managed by dividing one piece of information into multiple pieces of information, or by integrating multiple pieces of information into one piece of information. For example, the service management information 132 and the service provider management information 133 may be integrated into one piece of information.

Next, we will explain the processing that the system performs.

Figure 7 is a flowchart illustrating an example of a service coordination generation process executed by the terminal 100 of Example 1.

It is assumed that user characteristics have been identified before the service coordination generation process begins.

The terminal 100 acquires voice data including a search keyword related to a user request from the user (step S201). Note that the acquired data may be text data.

The interpretation unit 122 of the terminal 100 extracts search keywords by performing natural language processing on the voice data (step S102). In the natural language processing, morphological analysis, syntactic analysis, semantic analysis, etc. are performed. Note that since natural language processing is a well-known technology, a detailed explanation is omitted. Note that the method of extracting search keywords can be changed according to the input data.

The service coordinator 123 of the terminal 100 identifies the service coordination based on the characteristic data and the search keywords (step S103).

Specifically, the service coordinator 123 refers to the service coordination information 130 and searches for entries whose keywords 202 include the extracted search keyword and whose user characteristics 203 match the user characteristics included in the characteristic data.

The service coordinator 123 of the terminal 100 identifies the service system that accepts each procedure included in the service coordination (step S104). Specifically, the following process is executed.

(S104-1) The service coordinator 123 selects one procedure from the procedures included in the service coordination.

(S104-2) The service coordinator 123 refers to the procedure management information 131 and acquires identification information of the service that accepts the procedure. The service coordinator 123 refers to the service management information 132 based on the acquired service identification information and acquires identification information of the service provider. Furthermore, the service coordinator 123 refers to the service provider management information 133 based on the acquired service provider identification information and acquires information about the service provider.

(S104-3) The service coordinator 123 identifies a service provider suitable for the user based on information about the service provider and the user characteristics. For example, it is possible to identify a service provider that is in the user's residential area. It is also possible to identify a service provider based on age, gender, and family structure.

If necessary, the service coordinator 123 may inquire of the user about the service provider. For example, it may inquire about the telecommunications company used.

(S104-4) The service coordinator 123 generates a pair of the procedure and the service system 190 operated by the identified service provider.

(S104-5) The service coordinator 123 determines whether or not processing has been completed for all procedures included in the service coordination. If processing has not been completed for all procedures included in the service coordination, the service coordinator 123 returns to S104-1 and executes the same processing.

(S104-6) When processing has been completed for all procedures included in the service coordination, the service coordinator 123 ends processing of step S104.

This concludes the explanation of the processing in step S104.

The service coordinator 123 of the terminal 100 outputs a set of elements each consisting of a pair of a procedure and a service system 190 as an individual service coordinate (step S105). The service coordinator 123 also stores the individual service coordinate in a work area. The service coordinator 123 provides support for the procedure based on the individual service coordinate.

The terminal 100 of the present invention selects a combination of procedures suited to the user request based on the search keywords and user characteristics, and further automatically selects a service system 190 that will perform the procedures based on the user characteristics. This makes it possible to realize a one-stop service that is optimized for the user.

Figures 8A, 8B, and 8C are sequence diagrams showing the flow of processing in the system of Example 1. Figure 9A is a diagram showing an example of a screen that the terminal 100 of Example 1 displays to the user. Figure 9B is a diagram showing an example of a screen that the terminal 100 of Example 1 displays to the service system 190.

The user 700 moves to the base and starts the operation at the base (step S201).

The terminal 100 acquires the characteristic data from the characteristic data acquisition device 103 (step S202). The terminal 100 may also acquire the characteristic data via the AI concierge 102.

The characteristic analysis unit 120 of the terminal 100 uses the characteristic data to analyze the characteristics of the user 700 (step S203).

For example, the characteristic analysis unit 120 performs image analysis to obtain the gender, age, etc. of the user 700, and also performs natural language processing to obtain the address, etc., of the user 700. The start date and time of use, the location of the base, etc. may also be treated as the characteristics of the user 700. Furthermore, based on the address of the user 700, information regarding the characteristics of the residential area, such as the demographics of the residential area and local events, may be obtained, and this information may be included in the characteristics of the user 700.

The user request category prediction unit 121 of the terminal 100 predicts the user request category based on the characteristics of the user 700 (step S204). The user request category is either a procedure category or a field category.

For example, a method can be considered in which a model that uses the characteristics of the user 700 as input and outputs a user request category is generated by machine learning, and predictions are made using this model. Note that this prediction method is merely an example and is not limited to this.

Based on the prediction result, the user request category prediction unit 121 of the terminal 100 generates presentation information for controlling the presentation of the user request category by the AI concierge 102, and transmits it to the AI concierge 102 (step S205).

The AI concierge 102 presents the user request category based on the presented information (step S206).

The AI concierge 102 displays, for example, buttons on a touch panel for selecting a user requested category. At this time, the AI concierge 102 controls the arrangement of the buttons displayed on the touch panel based on the presented information. This can improve the operational convenience for the user 700.

The terminal 100 accepts input of a user request category from the user 700 via the AI concierge 102 (step S207).

The interpretation unit 122 of the terminal 100 generates presentation information for controlling the user-requested inquiry by the AI concierge 102, and transmits the information to the AI concierge 102 (step S208). At this time, the interpretation unit 122 may cooperate with the inquiry generation unit 124 to generate an inquiry from the scenario.

The AI concierge 102 inquires about the user request based on the presented information (step S209).

The terminal 100 accepts input of a response to the user request from the user 700 via the AI concierge 102 (step S210).

The interpretation unit 122 of the terminal 100 executes a service coordination generation process based on the content of the user request included in the response (step S211).

The service coordinator 123 of the terminal 100 transmits the presentation information of the individual service coordination to the AI concierge 102 (step S212).

The AI concierge 102 presents individual service coordination based on the presented information (step S213).

When multiple individual service coordinations are identified by the terminal 100, the multiple individual service coordinations are presented to the user 700.

The terminal 100 receives identification information of the individual service coordination to be applied from the user 700 via the AI concierge 102 (step S214).

The service coordinator 123 of the terminal 100 executes support processing for each procedure included in the individual service coordination selected by the user 700. There are two types of support processing: one that uses the AI concierge 102 and one that does not use the AI concierge 102.

First, the support process for the pattern in which the AI concierge 102 is used will be described. If the procedure determination flag 305 is "OK", the support process shown in FIG. 8B is executed.

The service coordinator 123 of the terminal 100 works in cooperation with the collaboration unit 125 to connect to the service system 190 (step S221).

The service coordinator 123 of the terminal 100 cooperates with the inquiry generation unit 124 to generate presentation information for presenting procedure guidance (step S222).

Specifically, the service coordinator 123 instructs the query generation unit 124 to generate presentation information together with the identification information of the procedure and the characteristics of the user 700. The query generation unit 124 refers to the scenario management information 134 based on the identification information of the procedure and searches for a scenario. The query generation unit 124 generates presentation information for presenting procedure guidance based on the searched scenario and the characteristics of the user 700.

The service coordinator 123 of the terminal 100 sends the presentation information to the AI concierge 102 (step S223).

Based on the presented information, the AI concierge 102 presents procedure guidance to the user 700 (step S224). In this way, by presenting guidance (inquiries) in accordance with the procedure, data input into the service system 190 can be assisted.

When the service coordinator 123 of the terminal 100 receives a user response via the AI concierge 102, it cooperates with the collaboration unit 125 to send the user response to the service system 190 (step S225).

The process from step S222 to step S225 is repeated until the input of the information required for the procedure is completed.

After the input of the information required for the procedure is completed, the service coordinator 123 of the terminal 100 executes a service coordination generation process based on the user response (step S226).

The service coordinator 123 of the terminal 100 transmits the presentation information of the individual service coordination to the AI concierge 102 (step S227).

The AI concierge 102 presents individual service coordination based on the presented information (step S228).

When individual service coordination is selected by user 700, the procedure for new individual service coordination is carried out in parallel with the current individual service coordination.

Next, the support process for a pattern that does not use the AI concierge 102 will be described. If the procedure judgment flag 305 is "not possible," the support process shown in FIG. 8C is executed.

The service coordinator 123 of the terminal 100 cooperates with the linking unit 125 to connect to the service system 190 (step S241) and requests the service system 190 to start up the videoconferencing system (step S242).

After this, communication takes place between the user 700 and the service system 190 via the link unit 125 of the terminal 100. At this time, a screen 900 such as that shown in FIG. 9A is displayed to the user 700, and a screen 910 such as that shown in FIG. 9B is displayed to the person in charge at the service system 190.

The screen 900 includes a person in charge display column 901, a user display column 902, a material display column 903, and an explanation display column 904. The person in charge display column 901 is a column that displays the person in charge who will respond via the telephone conference system. The user display column 902 is a column that displays the user 700. The material display column 903 is a column that displays materials related to the procedure. The explanation display column 904 is a column that displays explanations related to the procedure.

The screen 910 includes a user display field 911, a person in charge display field 912, a material display field 913, a confirmation item display field 914, and a procedure display field 915. The user display field 911 is a field that displays the user 700. The person in charge display field 912 is a field that displays the person in charge. The material display field 913 is a field that displays materials. The confirmation item display field 914 is a field that displays items to be confirmed in a procedure. The procedure display field 915 is a field that displays procedures related to the corresponding procedure.

When the collaboration unit 125 of the terminal 100 receives a user response from the user 700 to the service system 190, the collaboration unit 125 transmits the user response to the service system 190 (step S243). In addition, the collaboration unit 125 outputs the user response to the service coordinator 123.

When the service coordinator 123 of the terminal 100 receives a user response, it executes a service coordination generation process based on the user response (step S244).

The service coordinator 123 of the terminal 100 transmits the individual service coordination to the service system 190 (step S245). In this case, the procedures included in the individual service coordination are displayed in the procedure display field 815.

The process from step S243 to step S245 is repeated until the input of the information required for the procedure is complete.

While handling a procedure or after completion of the procedure, the person in charge of the service system 190 may recommend to the user 700 that the user 700 perform another procedure based on the procedure display field 815. If the user 700 requests the user 700 to perform another procedure, the service system 190 sends a request to the terminal 100 to perform individual service coordination including the requested procedure. In this case, a new individual service coordination procedure is performed in parallel with the current individual service coordination.

The series of functions described in the first embodiment may be realized as a cloud service. For example, a service form in which a platform system having the functions of the terminal 100 is provided on the cloud and the terminal 100 accesses the platform system is considered. In this case, the platform system outputs individual service coordination and connects to the service system 190.

(Variation) If it is not possible to connect to the service system 190 due to reasons such as the service system 190 being outside of operating hours, the following processing can be considered.

(1) The service coordinator 123 saves the individual service coordination and progress status, and temporarily suspends the procedure. The service coordinator 123 can resume the procedure at any time by linking with the personal computer and smartphone owned by the user.

(2) A management system that manages the locations is provided, and the service coordinator 123 stores the individual service coordination and progress status in the management system along with the user's identification information. The terminal 100 at the location transmits a procedure restart request to the management system along with the user's identification information, thereby acquiring the individual service coordination and progress status and restarting the procedure.

According to the present invention, different services can be linked together to provide a one-stop service that is customized for each user.

Because the terminal 100 is installed at a base such as a public facility, one-stop service can be provided to people who are unable to use digital services using personal terminals due to age, nationality, physical factors, or economic factors. In addition, for procedures that have not been digitized, one-stop service can be realized by system integration using a telephone conference system, etc. Service providers can accept procedures without having their own base, eliminating the decline in the quality of life of residents.

The advantage for service providers is that they can reduce the costs of setting up and maintaining their own bases. In addition, service provider employees can respond remotely, allowing for a wide variety of working styles. Furthermore, collaboration between services improves the efficiency of data entry work, and also improves the uptime and quality of services.

The site manager can make effective use of the site. In addition, the site's convenience will be improved, which will attract more customers to the site.

Users can complete all procedures to realize their requests in one go, without having to visit multiple offices. In addition, the quality of life for residents is improved because various procedures can be completed from a central location.

The present invention is not limited to the above-described embodiments, but includes various modified examples. For example, the above-described embodiments are provided to explain the present invention in detail, and are not necessarily limited to those including all of the described configurations. In addition, it is possible to add, delete, or replace part of the configuration of each embodiment with another configuration.

The above-mentioned configurations, functions, processing units, processing means, etc. may be realized in part or in whole by hardware, for example by designing them as integrated circuits. The present invention can also be realized by software program code that realizes the functions of the embodiments. In this case, a storage medium on which the program code is recorded is provided to a computer, and a processor included in the computer reads the program code stored in the storage medium. In this case, the program code itself read from the storage medium realizes the functions of the above-mentioned embodiments, and the program code itself and the storage medium on which it is stored constitute the present invention. Examples of storage media for supplying such program code include flexible disks, CD-ROMs, DVD-ROMs, hard disks, SSDs (Solid State Drives), optical disks, magneto-optical disks, CD-Rs, magnetic tapes, non-volatile memory cards, ROMs, etc.

In addition, the program code that realizes the functions described in this embodiment can be implemented in a wide range of program or script languages, such as assembler, C/C++, perl, Shell, PHP, Python, Java (registered trademark), etc.

Furthermore, the program code of the software that realizes the functions of the embodiment may be distributed over a network and stored in a storage means such as a computer's hard disk or memory, or in a storage medium such as a CD-RW or CD-R, and the processor of the computer may read and execute the program code stored in the storage means or storage medium.

In the above examples, the control lines and information lines are those that are considered necessary for the explanation, and not all control lines and information lines in the product are necessarily shown. All components may be interconnected.

100 Terminal 101 Database 102 AI concierge 103 Property data acquisition device 110 Processor 111 Memory 112 Network interface 113 I/O interface 120 Property analysis unit 121 User request category prediction unit 122 Interpretation unit 123 Service coordinator 124 Query generation unit 125 Collaboration unit 130 Service coordination information 131 Procedure management information 132 Service management information 133 Service provider management information 134 Scenario management information 190 Service system 700 User 815 Procedure display field 900, 910 Screen

Claims (12)

A computer system comprising at least one computer,
Connect to the service system operated by the service provider that provides the service,
The system holds service coordination information storing data associating a combination of a keyword, a user characteristic, and a procedure to be performed on the service provider, service management information storing data associating the procedure and the service, and service provider management information storing data associating the service, the service provider, and the service system,
acquiring characteristic data for identifying the user characteristic;
Obtaining input data including search keywords related to a user request;
Identifying the combination of procedures for implementing the user request by referring to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the input data;
Identifying the service system that accepts the procedure included in the identified combination of procedures by referring to the service management information and the service provider management information;
A computer system which presents the specified combination of procedures and the specified service system to a user. 2. The computer system of claim 1,
When the execution of the combination of procedures specified by the user is instructed,
a first support process for receiving a user input related to the procedure to be executed from the user when the user input is acceptable, and transmitting the user input to the service system that accepts the procedure to be executed;
and if the user input cannot be accepted, executing a second support process of instructing the service system that accepts the procedure to be executed to execute a telephone conference function. 3. The computer system of claim 2,
holding scenario management information that stores data associated with the procedure and a scenario for making a query to prompt the user to input the user input;
In the first support process,
Refer to the scenario management information to acquire the scenario of the procedure to be executed;
A computer system which makes the inquiry to the user based on the acquired scenario. 3. The computer system of claim 2,
The first support process and the second support process include:
Identifying the combination of procedures for realizing the user request by referring to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the user input;
Identifying the service system that accepts the procedure included in the identified combination of procedures by referring to the service management information and the service provider management information;
Processing
In the first support process, after the procedure is completed, the combination of the procedures identified is presented to the user;
The computer system is characterized in that in the second support process, after the procedures are completed, the combination of the procedures identified is presented to the service system. 2. The computer system of claim 1,
predicting a category of the user request that the user will input based on the user characteristics identified based on the characteristic data;
A computer system comprising: a computer that controls a presentation that prompts an input regarding the user request based on a result of the prediction. 2. The computer system of claim 1,
A computer system comprising a device for acquiring the user characteristics. A procedure support method executed by a computer system having at least one computer, comprising:
The computer system includes:
Connect to the service system operated by the service provider that provides the service,
The system holds service coordination information storing data associating a combination of a keyword, a user characteristic, and a procedure to be performed on the service provider, service management information storing data associating the procedure and the service, and service provider management information storing data associating the service, the service provider, and the service system,
The procedure support method includes:
a first step of acquiring, by the at least one computer, characteristic data for identifying the user characteristic;
a second step of the at least one computer obtaining input data including search keywords related to a user request;
a third step of the at least one computer referring to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the input data to identify the combination of procedures for implementing the user request;
a fourth step of the at least one computer referring to the service management information and the service provider management information to identify the service system that accepts the procedure included in the identified combination of procedures;
a fifth step of the at least one computer presenting to a user the identified combination of procedures and the identified service system;
A procedure support method comprising: The procedure support method according to claim 7,
when the at least one computer is instructed to execute the combination of procedures specified by the user,
a first support process for receiving a user input related to the procedure to be executed from the user when the user input is acceptable, and transmitting the user input to the service system that accepts the procedure to be executed;
a second support process for instructing the service system that accepts the procedure to be executed to execute a telephone conference function when the user input cannot be accepted;
A procedure support method comprising the steps of: The procedure support method according to claim 8,
the computer system holds scenario management information that stores data associated with the procedure and a scenario for making a query to prompt the user to input an input;
The first support process includes:
The at least one computer refers to the scenario management information to acquire the scenario of the procedure to be executed;
The procedure support method further comprises a step of: the at least one computer making the inquiry to the user based on the acquired scenario. The procedure support method according to claim 8,
The first support process and the second support process include:
The at least one computer refers to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the user input to identify the combination of procedures for implementing the user request;
The at least one computer refers to the service management information and the service provider management information to identify the service system that accepts the procedure included in the identified combination of procedures;
Including,
the first support process includes a step of presenting the combination of the identified procedures to the user after the procedures are completed by the at least one computer;
The procedure support method, wherein the second support process includes a step of the at least one computer presenting the combination of the procedures identified to the service system after the procedures are completed. The procedure support method according to claim 7,
The second step includes:
predicting, by the at least one computer, a category of the user request that the user will input based on the user characteristics identified based on the characteristic data;
and controlling, by the at least one computer, a presentation prompting input regarding the user request based on a result of the prediction. The procedure support method according to claim 7,
The method for supporting a procedure, wherein the computer system has a device for acquiring the user characteristics.

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