JP7639960B2 - 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 work at support centers and the like, replies to customers are often sent by email or other means. When replying to emails or other such messages, staff members work in pairs to check the messages to prevent problems with the content of the emails, mistakes such as misdelivery, or the wrong attachment. In this type of checking process, staff members may become accustomed to the process and become lax in their checks. Also, in surveys that contain many questions, it has been proposed to change the display order of the questions to prevent a decrease in the reliability of the response data due to the position of the questions.

JP 2007-172339 A

When replying to emails, etc., one idea is to have a person in charge check in pairs, but have one of the pair replaced by a chatbot and check via voice chat. However, if the chatbot is busy, for example, and responds inappropriately to a question, it will treat the check as complete once a response is received. This can lead to the person in charge not checking seriously and careless mistakes occurring.

One aspect is to provide an information processing device, a check processing method, and a check processing program that can reduce careless mistakes caused by habitual checking.

In one aspect, the information processing device has a calculation unit, a modification 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 via chat with a user, and a response end time of the user. The modification unit modifies a scenario of a question of the chatbot if the calculated response time is shorter than a first time that is less than the average value of the response times. The warning unit issues a warning to the user if the response time to a question based on the modified scenario is shorter than a second time that exceeds the average value.

This helps prevent careless mistakes that come from getting used to checking.

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

Below, examples of the information processing device, check processing method, and check processing program disclosed in the present application are described in detail with reference to the drawings. Note that the disclosed technology is not limited to the following examples. In addition, the following examples may be combined as appropriate within the scope of no contradiction.

1 is a block diagram showing an example of the configuration of an information processing device according to an embodiment. In the information processing device 100 shown in FIG. 1, a chatbot that performs voice chat with a user who is, for example, a person in charge of a support center is operating, and the chatbot asks questions to the user through voice chat and receives answers. The information processing device 100 calculates an answer time based on the question end time of the chatbot and the answer end time of the user. The information processing device 100 refers to a storage unit that stores an average answer time, a first threshold, and a second threshold in association with each question, and changes the scenario of the question of the chatbot if the calculated answer time is shorter than the first time based on the average value and the first threshold. If 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, the information processing device 100 issues a warning to the user. This allows the information processing device 100 to suppress careless mistakes due to habituation in checking.

As shown in FIG. 1, the information processing device 100 has a communication unit 110, a display unit 111, an operation unit 112, an input/output unit 113, a storage unit 120, and a control unit 130. Note that the information processing device 100 may have various functional units that known computers have in addition to the functional units shown in FIG. 1, such as various input devices and audio output devices.

The communication unit 110 is realized, for example, by a NIC (Network Interface Card) or the like. The communication unit 110 is connected to other information processing devices via a network (not shown) in a wired or wireless manner, and is a communication interface that manages the communication of information between the other information processing devices. The communication unit 110 receives, for example, check item data from the other information processing devices. The communication unit 110 outputs the received check item data to the control unit 130.

The display unit 111 is a display device for displaying various types of information. The display unit 111 is realized, for example, by a liquid crystal display or the like 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 accepts various operations from the user of the information processing device 100. The operation unit 112 is realized, for example, by a keyboard, a mouse, or the like 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.

The input/output unit 113 has a microphone terminal and a headphone terminal, and is connected to a headset worn by the user of the information processing device 100. The input/output unit 113 converts an audio signal input from the user's headset into audio data and outputs it to the control unit 130. The input/output unit 113 also converts audio data input from the control unit 130 into an audio signal and outputs it to the user's headset. Note that in a system that does not have a headset, it is also possible to use a microphone and speaker instead.

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

The check item storage unit 121 stores, for example, check items in a checklist when sending an email. FIG. 2 is a diagram showing 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". Furthermore, "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 that indicates the content of a question in the checklist. "Yes" in the "Answer" column is information that indicates the next question No. when the user answers Yes to the check item. "No" in the "Answer" column is information that indicates the next question No. when the user answers No to the check item. For example, if the user answers "Yes" to the chatbot's question of the check item "Does the domain and customer name match?" in question No. "2", the question moves to question No. "3". On the other hand, if the user answers "No" to the question, the question moves to question No. "2-1". In other words, "Yes" and "No" in the "Answer" column are information that indicate the next question to the user depending on the answer. In addition, if the questions are shuffled, the "Answer" column is updated to the changed order. It is also possible to provide different "Answer" columns for the original scenario and the revised scenario. The "Answer" column may also have an item for when the question is not applicable.

Returning to the explanation of FIG. 1, the response time table storage unit 122 stores the average response time for each question in association with two types of thresholds. FIG. 3 is a diagram showing an example of the response time table storage unit. As shown in FIG. 3, the response time table storage unit 122 has items such as "Question No.", "Average response time", "Normal threshold", and "Change threshold".

"Question No." is an identifier for identifying a question in the checklist, that is, a check item. "Average answer time" is information that represents the average answer time in the past for each question in seconds. "Normal threshold" is a threshold for detecting a case where the answer time is short when the chatbot question scenario is in the normal order, and is information that represents an offset value in seconds for the average answer time. "Changed threshold" is a threshold for detecting a case where the answer time is short when the chatbot question scenario is in the shuffled order, and is information that represents an offset value in seconds for the average answer time. For example, for question No. "1", the first time, which is the detection criterion for a case where the answer time is short in the normal order, is set to average answer time + normal threshold = 5 seconds + (-1 second) = 4 seconds. Also, for question No. "1", the second time, which is the detection criterion for a case where the answer time is short when changed, is set to average answer time + changed threshold = 5 seconds + 1 second = 6 seconds. Note that the "normal threshold" and "changed threshold" may be stored as thresholds for the first time and the second time. Additionally, the first time and the second time may be corrected using a correction value α that represents individual differences between users.

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

The control unit 130 has a chatbot 131, a calculation unit 132, a change unit 133, a warning unit 134, and a generation unit 135, and realizes or executes the functions and actions of the information processing 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 other configurations as long as they perform the information processing described below.

The chatbot 131 performs voice chat with the user, and checks a checklist in the form of the user answering questions posed by the chatbot. The chatbot 131 refers to the check item storage unit 121, and normally asks questions in order starting from question No. "1" according to the question scenario, and moves on to the next question depending on the user's answer. If 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 in the check item storage unit 121, and asks questions according to the changed order of the scenario. The chatbot 131 outputs voice data of the voice chat to the calculation unit 132 and the generation unit 135. If the scenario is changed, the chatbot 131 outputs the changed questions and answers to the warning unit 134.

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

The modification unit 133 refers to the response time table storage unit 122 for each question, and calculates a first time, which is a detection standard for when the normal response time is short, based on the average response time and the normal threshold. When the response time is input from the calculation unit 132, the modification unit 133 determines whether the input response time, i.e., the current response time, is shorter than the first time. When the modification unit 133 determines that the current response time is longer than the first time, it refers to past response times (not shown) stored in the storage unit 120, and calculates the average response time for each question. The modification unit 133 updates the average response time for the corresponding question number in the response time table storage unit 122 with the calculated average.

On the other hand, if the modification unit 133 determines that the current response time is shorter than the first time, it increments the value of counter k. Note that the counter k is initialized to "0" when the check process starts. The modification unit 133 determines whether the value of the counter k is equal to or greater than a preset threshold value j. Here, the threshold value j is a value for determining that a predetermined number of cases have been detected in which the response time is shorter than the first time, and can be, for example, "3" or "4."

When the modification unit 133 determines that the value of the counter k is less than the threshold j, it refers to past response times (not shown) stored in the storage unit 120 and calculates the average response time for each question. The modification unit 133 updates the average response time for the corresponding question number in the response time table storage unit 122 with the calculated average. Note that if response times shorter than the first time are not to be included in the population for which the average is calculated, it is not necessary to update the average when it is determined that the value of the counter k is less than the threshold j.

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

In other words, when the user's response speed increases, the information processing device 100 suspects that the checking is becoming lax, and secretly changes the order of the questions or changes the questions to questions with the correct answers reversed. If the user is checking seriously, the response speed will slow down because it is different from the usual feeling, but if the user is checking casually, the response speed will remain fast, so the information processing device 100 can determine that the checking is becoming lax.

When the changed question and answer are input from the chatbot 131 and the answer time is input from the calculation unit 132, the warning unit 134 judges whether the question with the reversed correct answer has been answered incorrectly. If the warning unit 134 judges that the question with the reversed correct answer has not been answered incorrectly, it judges whether the current answer time is less than the second time. The second time is a detection criterion when the answer time at the time of change is short. If the warning unit 134 judges that the question with the reversed correct answer has been answered incorrectly or that the current answer time is less than the second time, it issues a warning to the user, for example, by voice. In addition, the warning unit 134 also issues a warning if the input answer time is a negative value. The warning may also be a warning message such as "Is your answer true? Please check the content again" displayed on the display unit 111. In addition, if the warning unit 134 determines that a question with a reversed correct answer has been answered incorrectly, it may instruct the chatbot 131 to go back and check the question again, since the check several times before may have been inappropriate.

When the warning unit 134 determines that the current answer time is equal to or longer than the second time, or when it issues a warning, it initializes the value of the counter k. Note that the current answer time is equal to or longer than the second time when the user is seriously checking the questions despite the change in the order. After initializing the value of the counter k, the warning unit 134 determines whether or not checking of all questions has been completed. When the warning unit 134 determines that checking of all questions has not been completed, it refers to past answer times (not shown) stored in the storage unit 120 and calculates the average answer time for each question. The warning unit 134 updates the average answer time for the corresponding question number in the answer time table storage unit 122 with the calculated average. When the warning unit 134 determines that checking of all questions has been completed, it ends the check process.

When the generation unit 135 receives voice data from the chatbot 131, it transcribes the voice data and generates a checked checklist that reflects the check contents. The generation unit 135 stores the generated checked checklist in the storage unit 120. The generation unit 135 may obtain the contents of the check items by referring to the check item storage unit 121. The generation unit 135 may also print the checked checklist using a printing device (not shown).

Next, the operation of the information processing device of the embodiment will be described. Figure 4 is a flowchart showing an example of the check process of the embodiment.

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

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

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

When the response time is input from the calculation unit 132, the change unit 133 determines whether the input current response time is shorter than the first time (step S4). If the change unit 133 determines that the current response time is equal to or longer than the first time (step S4: No), it calculates the average value of the response time for each question (step S5). The change unit 133 updates the corresponding average value of the response time in the response time table storage unit 122 with the calculated average value, and returns to step S2.

On the other hand, if the change unit 133 determines that the current response time is shorter than the first time (step S4: Yes), it increments the value of the counter k (step S6). The change unit 133 determines whether the value of the counter k is equal to or greater than a preset threshold value j (step S7). If the change unit 133 determines that the value of the counter k is less than the threshold value j (step S7: No), it proceeds to step S5.

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

The chatbot 131 asks the next question based on the changed scenario and accepts an answer to the question from the user. The chatbot 131 outputs the voice data of the voice chat to the calculation unit 132. The calculation unit 132 detects the end time of the chatbot 131's question and the end time of the user's answer based on the voice data input from the chatbot 131 (step S9). The chatbot 131 also outputs the question and answer after the scenario change to the warning unit 134.

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

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

If the warning unit 134 determines that the current answer time is equal to or longer than 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 checking of all questions has been completed (step S15). If the warning unit 134 determines that checking of all questions has not been completed (step S15: No), it proceeds to step S5.

When the warning unit 134 determines that checking of all questions has been completed (step S15: Yes), it ends the checking process. This enables the information processing device 100 to suppress careless mistakes caused by habituation of checking. It also makes it possible to omit double checking performed by the user (person in charge) in pairs. Furthermore, it is possible to improve the checking accuracy when the user checks.

In this way, the information processing device 100 calculates the response time based on the question end time of the chatbot 131, which asks questions and receives answers through voice chat with the user, and the response end time of the user. The information processing device 100 also refers to the response time table storage unit 122, which stores the average response time, the first threshold, and the second threshold in association with each question, and changes the scenario of the question of the chatbot 131 if the calculated response time is shorter than the first time based on the average value and the first threshold. The information processing device 100 also issues a warning to the user if the response 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 habituation of checking. In other words, it is possible to issue a warning when the user is answering casually, that is, without thinking.

In addition, the information processing device 100 changes the scenario by shuffling the questions included in the scenario. As a result, it is possible to warn the user if they are answering randomly, i.e., without thinking.

In addition, the information processing device 100 changes the scenario if the calculated answer time is shorter than the first time several times in a row. As a result, it is possible to warn the user if he or she is answering randomly, i.e., without thinking.

The answers are multiple-choice answers, and the information processing device 100 changes one or more questions included in the scenario to a question in which the correct answer is reversed for the multiple-choice answers. As a result, a warning can be issued if the user answers randomly, that is, without thinking.

In addition, the information processing device 100 issues a warning to the user if the calculated answer time is a negative value. As a result, a warning can be issued if the user answers a question without listening to the end.

In addition, the information processing device 100 further transcribes the contents of the voice chat to generate a checklist. As a result, the check results by the chatbot can be generated as a checked checklist.

In the above embodiment, the check process is performed using voice chat, but is not limited to this. For example, the check process can be applied to displaying a question on a display screen and accepting input such as "Y" or "N" from a keyboard or selection using a mouse or touch panel.

In addition, in the above embodiment, the information processing device 100 operates the chatbot and performs the check process, but this is not limited to the above. For example, the chatbot may operate and perform the check process on a server, and the user may call the server to conduct a voice chat. Furthermore, the chatbot may be operated on another server.

Furthermore, each component of each unit shown in the figure does not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution/integration of each unit is not limited to that shown in the figure, and all or part of them can be functionally or physically distributed/integrated in any unit depending on various loads, usage conditions, etc. For example, the change unit 133 and the warning unit 134 of the information processing device 100 may be integrated. Furthermore, each process shown in the figure is not limited to the above order, and may be performed simultaneously or in a reverse order as long as the process contents are not contradictory.

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)). Needless to say, the various processing functions may be executed in whole or in part on a program that is analyzed and executed by a CPU (or a microcomputer such as an MPU or MCU), or on hardware using wired logic.

The various processes described in each of the above embodiments can be realized by executing a program prepared in advance on a computer. Therefore, an example of a computer that executes a program having the same functions as the above embodiments will be described below. Figure 5 is a diagram showing an example of a computer that executes a check processing program.

As shown in FIG. 5, computer 200 has a CPU 201 that executes various arithmetic processes, an input device 202 that accepts data input, and a monitor 203. Computer 200 also has a medium reading device 204 that reads 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 and the like by wire or wirelessly. Computer 200 also has a RAM 207 that temporarily stores various information, and a hard disk device 208. Each of devices 201 to 208 is connected to a bus 209.

The hard disk drive 208 stores a check processing program having the same functions as the chatbot 131, calculation unit 132, change unit 133, warning unit 134, and generation unit 135 shown in FIG. 1. The hard disk drive 208 also stores a check item storage unit 121 and a response time table storage unit 122. The input device 202, for example, accepts input of various information such as operation information from the user of the computer 200. The monitor 203, for example, displays various screens such as a display screen to the user of the computer 200. The interface device 205 is connected to, for example, a headset or a printing device. The communication device 206 has the same functions 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 reads out each program stored in the hard disk device 208, expands it in the RAM 207, and executes it to perform various processes. These programs can also cause the computer 200 to function as the chatbot 131, the calculation unit 132, the change unit 133, the warning unit 134, and the generation unit 135 shown in FIG. 1.

The above check processing program does not necessarily have to be stored in the hard disk drive 208. For example, the computer 200 may read and execute a program stored in a storage medium that the computer 200 can read. Examples of storage media that the computer 200 can read include portable storage 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. The check processing program may also be stored in a device connected to a public line, the Internet, a LAN, or the like, and the computer 200 may read and execute the check processing program from the device.

REFERENCE SIGNS LIST 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 Answer time table storage unit 130 Control unit 131 Chatbot 132 Calculation unit 133 Change unit 134 Warning unit 135 Generation unit

Claims (11)

A calculation unit that calculates a response time based on a question end time of a chatbot that asks questions and receives answers through chat with a user and a response end time of the user;
a modification unit that modifies a scenario of a question of the chatbot when the calculated answer time is shorter than a first time that is shorter than an average answer time;
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 exceeding the average value;
13. An information processing device comprising: the modification unit modifies the scenario by shuffling questions included in the scenario.
2. The information processing apparatus according to claim 1, the change unit changes the scenario when the calculated response time is shorter than the first time multiple times in a row.
3. The information processing apparatus according to claim 1, wherein the information processing apparatus is a computer. The answer is a multiple choice answer,
the modification unit modifies one or more questions included in the scenario into questions in which a correct answer is reversed for the multiple-choice answer;
4. The information processing apparatus according to claim 1, wherein the information processing apparatus is a computer. The warning unit issues a warning to the user when the calculated response time is a negative value.
5. The information processing apparatus according to claim 1, wherein the information processing apparatus is a computer. a generation unit for generating a checklist reflecting check contents based on the contents of the chat;
6. The information processing device according to claim 1, further comprising: The first time and the second time are corrected using a correction value that represents an individual difference of the user.
7. The information processing apparatus according to claim 1, wherein the information processing apparatus is a computer. The question posed by the chatbot is displayed on a display screen;
The answer by the user is input by one or more of a keyboard, a mouse, and a touch panel.
8. The information processing apparatus according to claim 1, wherein the information processing apparatus is a computer. The question by the chatbot is output by voice;
The answer by the user is input by one or more of a keyboard, a mouse, and a touch panel.
8. The information processing apparatus according to claim 1, wherein the information processing apparatus is a computer. Calculating a response time based on a question end time of a chatbot that asks questions and receives responses via chat with a user and a response end time of the user;
If the calculated answer time is shorter than a first time that is less than the average answer time, modifying a scenario of a question of the chatbot;
issuing an alert to the user if the response time to the question based on the modified scenario is less than a second time above the average.
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 questions and receives responses via chat with a user and a response end time of the user;
If the calculated answer time is shorter than a first time that is less than the average answer time, modifying a scenario of a question of the chatbot;
issuing an alert to the user if the response time to the question based on the modified scenario is less than a second time above the average.
A check processing program that causes a computer to execute a process.

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