JP2002024291A - System, method, and device for user support - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a user support system which is convenient to users. SOLUTION: The hierarchical structure and array order of links of question contents of FAQ's are changed according to a past question history such as the frequency of questions made by users and the fields of the question contents. The FAQ's which are easy for users to retrieve can be provided.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a user support system, a user support method, and a user support device.

[0002]

2. Description of the Related Art HTML (Hyper Text Markup Languag)
e), etc., using a page description language, a so-called homepage (H) on a predetermined base station (Web server: WebServer).
A technology / system that stores omePage) and can browse each homepage using the web browser (WebBrowser) function of multiple terminal stations connected to each other via transmission lines such as the Internet and local networks It has become.

[0003] In this system, a company operating a base station provides a user of each terminal station with various information on purchasing and using a product or service and responding to a user's questionnaire. Support systems are widely used.

[0004] This support system generally has a database (DB: information base) of customers (users) in a web server. In this database, the user's membership registration, products owned, services subscribed, past question history and answer history,
Information search / providing history is stored as table data, and in conjunction with the homepage providing function, it provides efficient customer support such as sales, response, and consulting.

[0005]

1) By the way, in a customer support system using the Internet or using a telephone or a facsimile, an instruction manual, various documents, an online conference room, a bulletin board, and the like, a FAQ (Frequently Asked) is used. Q
uestion) often exists. This FAQ describes frequently asked questions when operating various consultation support services such as troubleshooting (problem solving) and electronic conference rooms (BBS, etc.), and multiple answers to those questions are described in general. It is a system that is open to the public, and the user (user) sequentially browses or searches and obtains unanswered answers about the content he or she wants to hear.

[0006] Here, FAQs on the network and telephone automatic answering (CTI etc.) often have a hierarchical structure such as a tree depending on the category, the content of the question, the type of product, and the like. There is also a type (high-order FAQ browsing type) in which questions and answers are arranged in descending order of the number of questions. Furthermore, using a high-performance search engine, we performed a search using a keyword as a key (keyword search system), and performed a syntax analysis, keyword extraction, and semantic extraction of a question sentence as a natural sentence using a natural sentence analysis mechanism. In some cases, a sentence search system is used to answer the question about the extracted meaning.

[0007] However, it is a little difficult to obtain a desired answer by using any FAQ (answer system).

For example, an FA having a hierarchical structure such as a tree
Q means that there are options that the user cannot judge,
There may be no answer in the result of following the tree.

[0009] Even if the sentence search system uses a natural sentence analysis mechanism, if the keywords do not match well, the number of search results may become zero. Conversely,
Entering a general keyword can result in numerous search results and become unwieldy.

[0010] In addition, in the FAQ of the top FAQ browsing type, if an answer to an unusual (ie, not top) question is desired, many FAQ questions must be browsed.
It takes a lot of effort.

[0011] From the information management / providing side, the FAQ having a hierarchical structure such as a tree is very difficult to construct and maintain the tree.
The method of registering keywords is troublesome.

[0012] Therefore, an object of the present invention is to provide a user support system which can automatically maintain a hierarchical structure such as a tree, and can automatically reply to a mail by acquiring a question from a user in an input form or mail. It is to provide a support method and a user support device.

2) Gathering information such as the content of the user's question and selection by clicking, analyzing the user's preferences, etc.,
Structure for marketing information (information collection system)
Is becoming common on the Internet web and the like.

[0014] However, the conventional general information collection system hardly copes with dynamically changing factors such as a user's environment, for example, a place, time, and emotion.

It is therefore an object of the present invention to provide a user support system capable of taking measures in consideration of the user environment even during support, in addition to an information collection system.

3) Some software programs that strongly depend on the Internet, such as a web browser and a plug-in for the browser, use a network connecting the web and users efficiently and provide some convenience. System exists.

For example, in the case where an old version of software is used on the user's terminal, the user is informed of the fact and automatically upgrades after downloading the latest software from the support web.

When a problem occurs in the software program used on the user's terminal, a window or dialog for e-mailing the contents of the problem to a predetermined support web is forcibly displayed on the screen. , There are those that notify the user of the content of the problem.

Regarding the usage of the software program, the online manual connected via a network is browsed and used by a user terminal.

However, there is no one having a function of performing self (automatic) repair of a problem or displaying an FAQ corresponding to the problem before or after the fact.

It is another object of the present invention to provide a user support system that makes effective use of a network and allows a user to use a software program in a more stable state.

4) The handling of FAQs and problems is basically a response process in the event of an event such as a request from the user or a trouble at the user's terminal (personal computer). As a more convenient method, regardless of the user's request, by distributing FAQs and instructions on usage (Usage) etc. from the support web, it is possible to prevent trouble for each user and improve the efficiency of support There are cases.

Accordingly, an object of the present invention is to provide a push-type information distribution while taking into account the use state, startup / startup, terminal device operation, and the like by a user, so that operability is not affected. There is also to provide a user support system that can be used easily and easily.

5) Web support and telephone support are basically provided free of charge or under a maintenance contract with a fixed price system, and there are very few cases in which individual cases require compensation. On the support side and on the user side, it seems that there is an advantage to a system that has a price per service support case, but it is extremely difficult to determine the actual price.

An object of the present invention is to provide a user support system capable of determining fair and legitimate compensation as compensation for each user by ranking each of goods, users, processes, and information.

6) For example, in a company having a telephone support system, since a certain number of operators are available for telephone calls, the telephone is often chronically congested. There are many cases where it is not easy to make a phone call to receive a call.
Further, even if the number of operators is increased, a large labor cost is required.

Therefore, in recent years, CTI (Computer Telepho
A system called “ny Integration” that digitizes telephone responses and saves labor is becoming common.

However, measures such as operator reduction are difficult as long as CTI is also based on telephone support.

On the other hand, in the case where a web page containing FAQs and the like is made available on the Internet in a viewable manner, the labor cost for the operator is not high. However, the amount of information presented in advance by FAQ or the like is limited, and it is not always possible to provide a detailed response according to the needs of the user.

Therefore, an object of the present invention is to combine a web page on the Internet with a telephone or a videophone and to arrange them hierarchically.
It is another object of the present invention to provide a user support system that can be sifted in order and realize wide and detailed efficient support in combination with a small number of operators.

[0031]

Means for Solving the Problems In order to solve the above problems,
The invention according to claim 1 is a user support system, wherein a terminal station and a base station are connected through a predetermined transmission path, and the base station transmits answer information to a question transmitted from the terminal station. A user support system for transmitting to the terminal station, wherein the base station generates a plurality of information pages linked in a hierarchical structure so as to be able to be narrowed down based on the content of a question, or ranks questions on a predetermined basis. And a page information generation unit for generating an information page in a state in which the content of the question is displayed in a list in the ranked order, wherein the page information generation unit includes a frequency of a question or a content of the question given from the terminal station. The hierarchical structure or the ranking is changed in accordance with.

[0032] The invention according to claim 2 is the user support system according to claim 1, wherein the base station comprises:
The information page is searched for answer information corresponding to the question issued from the terminal station, and the answer information obtained as a result of the search is transmitted to the terminal station by e-mail.

According to a third aspect of the present invention, a terminal station and a base station are connected through a predetermined transmission path, and the base station sends answer information to the terminal station in response to a question transmitted from the terminal station. A sending user support system,
When the question issued from the terminal station and the answer information to the question are cumulatively added to a predetermined information page, and when the terminal station issues a question as natural text information,
A keyword is extracted from the natural sentence information about the question, a matching question and answer information in the information page are searched based on the keyword, and the answer information is transmitted to the terminal station.

According to a fourth aspect of the present invention, there is provided the user support system according to any one of the first to third aspects, wherein when the terminal station transmits a question to the base station, the question is transmitted to the base station. In addition, the location of the user, the current time, at least one additional information of the user's emotion is transmitted to the base station, the base station changes the answer information according to the additional information, the terminal station to What to send.

According to a fifth aspect of the present invention, there is provided the user support system according to any one of the first to fourth aspects, wherein an execution environment of a software program used in the terminal station is provided in the base station. Transmitted, and when a predetermined event including a failure occurs in the terminal station, the terminal station transmits event identification information for identifying the predetermined event from other events to the base station, A base station diagnoses and repairs, reproduces, or updates the software program of the terminal station based on the event identification information.

According to a sixth aspect of the present invention, there is provided the user support system according to any one of the first to fifth aspects, wherein the predetermined information or the information page previously held by the base station is The data is distributed to the terminal station irrespective of the request from the terminal station.

According to a seventh aspect of the present invention, in the user support system according to any one of the first to sixth aspects, contents of exchange of information performed between the base station and the terminal station are described. The appropriate consideration is determined according to

The invention according to claim 8 is the user support system according to any one of claims 1 to 7, wherein answer information corresponding to a question issued from the terminal station is stored in the information page. And searching for the appropriate answer information in the information page, switching from the information page to voice information of an operator in the base station, and transmitting the voice information to the terminal station.

According to a ninth aspect of the present invention, the terminal station and the base station are connected through a predetermined transmission path, and the base station sends answer information to the terminal station in response to a question transmitted from the terminal station. A user support method for transmitting, wherein the base station generates a plurality of information pages linked in a hierarchical structure so as to be able to be narrowed down based on the content of a question, or ranks a question according to a predetermined criterion. A page information generating unit that generates an information page in a state in which the contents of the question are displayed in a list in the attached order; It changes the hierarchical structure or the ranking.

According to a tenth aspect of the present invention, in the user support method according to the ninth aspect, the base station searches the information page for answer information corresponding to a question issued from the terminal station. And transmitting the response information obtained as a result of the search to the terminal station by e-mail.

According to an eleventh aspect of the present invention, the terminal station and the base station are connected through a predetermined transmission path, and the base station sends answer information to the terminal station in response to a question transmitted from the terminal station. A user support method for transmitting, wherein a question issued from the terminal station and answer information to the question are cumulatively added to a predetermined information page, and a question as natural text information is issued from the terminal station. Then, a keyword is extracted from natural sentence information on the question, a matching question and answer information in the information page are searched based on the keyword, and the answer information is transmitted to the terminal station.

According to a twelfth aspect of the present invention, in the user support method according to any one of the ninth to eleventh aspects, when transmitting a question from the terminal station to the base station, In addition, the location of the user, the current time, at least one additional information of the user's emotion is transmitted to the base station, the base station changes the answer information according to the additional information, the terminal station to What to send.

According to a thirteenth aspect of the present invention, in the user support method according to any one of the ninth to twelfth aspects, the execution environment of the software program used in the terminal station is stored in the base station. Transmitted, and when a predetermined event including a failure occurs in the terminal station, the terminal station transmits event identification information for identifying the predetermined event from other events to the base station, A base station diagnoses and repairs, reproduces, or updates the software program of the terminal station based on the event identification information.

According to a fourteenth aspect of the present invention, there is provided the user support method according to any one of the ninth to thirteenth aspects, wherein the predetermined information or the information page previously stored in the base station is The data is distributed to the terminal station irrespective of the request from the terminal station.

According to a fifteenth aspect of the present invention, there is provided the user support method according to any one of the ninth to fourteenth aspects, wherein information exchanged between the base station and the terminal station is performed. The appropriate consideration is determined according to

According to a sixteenth aspect of the present invention, in the user support method according to any one of the ninth to fifteenth aspects, answer information corresponding to a question issued from the terminal station is stored in the information page. And searching for the appropriate answer information in the information page, switching from the information page to voice information of an operator in the base station, and transmitting the voice information to the terminal station.

According to a seventeenth aspect of the present invention, there is provided a user support device connected to a terminal station through a predetermined transmission path and transmitting answer information to the terminal station in response to a question transmitted from the terminal station. A state in which a plurality of information pages linked in a hierarchical structure are generated so as to be narrowed down based on the content of the question, or the questions are ranked according to a predetermined criterion, and the question contents are displayed in a list in the ranked order. And a page information generating unit that changes the hierarchical structure or the ranking according to the frequency of questions or the content of the questions given from the terminal station.

The invention according to claim 18 is the user support device according to claim 17, wherein the information page is searched for answer information corresponding to a question issued from the terminal station, and a search result is obtained. The received response information is transmitted to the terminal station by e-mail.

According to a nineteenth aspect of the present invention, there is provided a user support apparatus which is connected to a terminal station through a predetermined transmission path and transmits answer information to the terminal station in response to a question transmitted from the terminal station. Then, the question issued from the terminal station and answer information to the question are cumulatively added to a predetermined information page, and when the terminal station issues a question as natural sentence information, A keyword is extracted from natural sentence information, a matching question and answer information in the information page are searched based on the keyword, and the answer information is transmitted to the terminal station.

According to a twentieth aspect of the present invention, in the user support device according to any one of the seventeenth to nineteenth aspects, when receiving a question from the terminal station, And receiving at least one additional information of the position, the current time, and the user's emotion, changing the answer information according to the additional information, and transmitting the response information to the terminal station.

According to a twenty-first aspect of the present invention, in the user support apparatus according to any one of the seventeenth to twentieth aspects, the user support apparatus receives an execution environment of a software program used in the terminal station, When a predetermined event including a failure occurs in the terminal station, event identification information for identifying the predetermined event from other events is received from the terminal station, and based on the event identification information, Diagnosing and repairing, reproducing or updating the software program of the terminal station.

The invention according to claim 22 is the user support device according to any one of claims 17 to 21, wherein predetermined information or the information page held in advance is transmitted from the terminal station. Irrespective of the request of the terminal station.

According to a twenty-third aspect of the present invention, there is provided the user support apparatus according to any one of the seventeenth to twenty-second aspects, wherein the user support apparatus according to the content of information exchange performed with the terminal station. Determine the appropriate price.

According to a twenty-fourth aspect of the present invention, in the user support device according to any one of the seventeenth to twenty-third aspects, answer information corresponding to a question issued from the terminal station is stored in the information page. And searching for the appropriate answer information in the information page, switching from the information page to voice information of a predetermined operator, and transmitting the voice information to the terminal station.

[0055]

DESCRIPTION OF THE PREFERRED EMBODIMENTS First Embodiment FIG. 1 is a block diagram showing a user support system according to a first embodiment of the present invention.

This user support system is an answering system for answering various questions from users (users), and as shown in FIG. 1, through a transmission line 1 (1a, 1b, 1c) such as the Internet. A terminal station 2 such as an unspecified number of personal computers and a base station (user support device) 3 serving as a web server (WebServer) are interconnected to each other. Enter your answers in the FAQ (Freque
As a ntly Asked Question), the base station 3 prepares it so that it can be browsed in the hierarchical structure (tree format) shown in FIG. 2, accumulates the user's question history, and changes the hierarchical structure according to this question history. It has become.

Specifically, the base station 3 of the user support system includes a user information receiving unit 11 for receiving information from a user (user) through the transmission line 1 (1a);
A user authentication unit 12 that authenticates a user based on information (member information such as a user ID and a password) given from a user terminal station 2 to a user information receiving unit 11.
A conversion / update processing unit 13 for converting information given to the user information receiving unit 11 into a predetermined format;
A user information registration unit 14 for storing and registering information from a user who has passed through the update processing unit 13 in a user information base (user information database) 15 and information for analyzing information from a user who has passed through the conversion / update processing unit 13 An analyzing unit 16; a user information generating unit 17 for generating information about the user based on the result analyzed by the information analyzing unit 16; and a search information base (for searching) for accumulating and storing the generated user's question history. Information database) 18 and an information search unit 18a for searching information stored in the search information base 18.
And a page information base (Page information database) 19 in which questions and information on answers to the questions are stored in advance, and information in the page information base based on the question history stored in the search information base 18 is hierarchically stored. A page information generation unit (page information generation unit) 20 for generating a general-purpose page screen 21 so that the general-purpose page screen 21 can be browsed with a web browser (WebBrowser) of the terminal station 2 by adjusting and adjusting the structure (tree format), and a user information generation unit 17 User information transmitting unit 2 for transmitting the user provided information 22 generated in step 2 to the terminal station 2
3 is provided.

The user information receiving section 11 transmits an input screen as a web page (information page) to the terminal station 2 side, and stores user information such as a user ID and a password of a user in a predetermined input field in the input screen. Can be entered. The input screen is CGI (Common G)
It is described in a language of an ate. interface (method), and is configured to provide the user authentication unit 12 with member information such as a user ID and a password input in input fields.

When the user authentication unit 12 determines that the comparison between the user ID and the password is valid, the user information receiving unit 11 selects or inputs a search / question content. (Question content input page) is transmitted to the terminal station 2, the content input in the question input field in the question content input page is acquired by the CGI method, and is provided to the conversion / update processing unit 13.

Further, the user information receiving section 11 presents some questions as selection items, and allows any one of them to be selected by inputting it into a check flag input section called a radio button, for example. By preparing this web page and transmitting the web page to the terminal station 2, the user of the terminal station 2 can select any of the selection items.
Note that this web page is created in the FAQ format described later, and as shown in FIG. 2, a hierarchical structure is formed according to the type of question content and the question frequency. , The web page P00000, P10 of the link destination pasted on the selected item
000, P11000, P11100, P11110,
P11111, P11112, P12000, P122
00, P12210, P12211, and P12212 can be switched on and off the screen one after another to narrow down the content of the question. This FAQ format web page P00000, P10000, P11000, P111
00, P11110, P11111, P11112, P
12000, P12200, P12210, P1221
1, P12212 will be described later.

The user authentication section 12 is a user information receiving section 1
After obtaining the member information such as the user ID and password entered in 1, the user information is compared with data in a data table stored in a predetermined database (not shown), and the inputted user ID is obtained. It is determined whether or not the password and the password properly correspond to each other. If the result of the determination is positive (that is, if the user ID and the password correctly correspond), the result of the determination is used. To the user information receiving unit 11.

The conversion / update processing unit 13 encodes the search / question information provided from the user information receiving unit 11 into a predetermined format, and provides it to the user information registration unit 14 and the information analysis unit 16. Specifically, when the question content is sentence information in a natural sentence such as a text format input on the question content input page, syntax analysis, keyword extraction, and semantic extraction of the sentence information (collectively referred to as these) (Referred to as natural sentence analysis) to identify and encode the content of the question according to the classification facilitated in advance. Further, the base station 3 transmits and presents the options as the question contents to the terminal station 2 side, and specifies the question contents (selection items) by selecting the operator of the terminal station 2 side from the presented options. In such a case, the data is encoded into data associated with the selected item in advance.

The user information registration unit 14 accumulatively stores in the user information base 15 the information of the search / question contents coded and given by the conversion / update processing unit 13,
The information is given to the information search unit 18a.

The information analysis unit 16 includes a conversion / update processing unit 13
Analyzes and recognizes the search / question given from the terminal station 2 based on the data encoded in the step (1). Specifically, a semantic analysis is performed based on the data output from the conversion / update processing unit 13 to determine the content of the user's question.

The user information generation unit 17 includes an information analysis unit 16
Is compared with the information in the search information base 18, the answer information previously associated in the search information base 18 is read out, and the answer information is stored in the user-provided information 22. Is output to the user information transmission unit 23. The search information base 18 stores question contents and answer information as FAQs, as described later.

The information retrieval unit 18a is a user information registration unit 1
Based on the search / question content information given from 4, a search is made for the question history in the search information base 18, and the search result is provided to the Page information generation unit 20.

The page information base (page information database) 19 stores various data for editing the answer information read from the search information base 18 into a web page. The page information base 19 records the number of web page accesses (the number of information requests from the user of the terminal station 2) as a FAQ generated by a page information generating unit 20, which will be described later.

The page information generator 20 edits the response information read from the search information base 18 into a layout that can be browsed as a web page as an FAQ based on the data in the page information base 19, and generates a general-purpose page. The screen 21 is transmitted to the terminal station 2. The page information generation unit 20 stores the generated web page as the FAQ in the search information base 18. Therefore, the user information generating unit 17 stores the F information stored in the search information base 18.
The user-provided information 22 is generated based on the AQ.

Here, the general-purpose page screen 21 edited by the page information generation unit 20 is generated as an FAQ in which many question items are arranged according to the question content classification and the question frequency. The sequence as the FAQ is arranged in a hierarchical structure as shown in FIG. Specifically, the reference symbol P in FIG.
00000, P10000, P11000, P1110
0, P11110, P11111, P11112, P1
2000, P12200, P12210, P1221
Reference numerals 1 and 1222 denote web pages, respectively, in which the contents of the questions are classified, and links are attached to the classified items in a hierarchical structure.

That is, for example, the top level web page P
When one question item is selected in 00000, another web page P10000 linked to the character part of the question item is selected.
Is displayed on the screen of the terminal station 2 and the web page P0000 is displayed.
When one question item is selected at 0, another web page P10000 linked to the character portion of the question item is displayed on the screen of the terminal station 2. When one question item is selected at the web page P10000, the question is displayed. Another web page P12000 linked to the character portion of the item is displayed on the screen of the terminal station 2, and the web page P12000 is further displayed.
When one question item is selected, another web page P12200 linked to the character part of the question item is displayed on the terminal station 2.
, And finally a web page P12212 on which the answer to the question requested by the user is written is displayed on the screen of the terminal station 2.

The page information generator 20 changes the hierarchical structure itself as shown in FIG. 2 according to the number of questions from the user and the contents of the questions.
In other words, if the number of questions exceeds a certain number within a certain period,
Alternatively, when there is a question content that covers a plurality of answers prepared as FAQs, the hierarchical structure of the FAQ prepared at that time is changed.

For example, a specific web page P1 at the bottom layer
Assuming that the number of accesses of 10,000 web pages 2212 (a web page in which an answer to a question is described) is recorded within a certain period, the content of the question of the web page P12212 is automatically added to the uppermost web page P00000 as a selection item. In addition to this, link information to the web page P12212 of the answer information is embedded in the selected item as tag information. If the number of accesses is less than 10,000 but more than 1000, for example, the third-level web page P120
At 00, the question content is added as a selection item, and when the number is less than 1000 but is more than 100, the question content is automatically added as a selection item to the web page P12200 in the upper layer by one layer. Then, the web page P12212 of the answer information is added to each of the added selection items.
Is embedded as tag information.

Further, for example, when the user of the terminal station 2 asks a question, and when the content of the question is “how to capture image data captured by a digital camera into a notebook personal computer”, this question is asked. The content is
At the same time as the question about "laptops"
This is the case when the question is about “digital camera”.
In this manner, when one question content is made across a plurality of branch answer information (for example, P11111 and P12211) in a hierarchical structure, a branch point over the web pages P11111 and P12211 of the plurality of answer information is The user's question content is added as a selection item to the web page P10000 of the following hierarchy, and when the selection item is selected, a web page P of a plurality of answer information is selected.
A new web page from which the contents of the questions related to 11111 and P12211 can be selected as a selection item is presented, and the new web pages are added to the web pages P11111 and P1.
The question item 2211 is added as a selection item to which link information as tag information is added, and by selecting any of these selection items, the web page P11
111 and P12211 can be displayed on the screen.

The web page (not shown) generated by the page information generation unit 20 is transmitted to the terminal station 2 as a general-purpose page screen 21 when a request is made from the terminal station 2.

The user information transmitting section 23 transmits the user information generated by the user information generating section 17 to the terminal station 2.
Specifically, the content of the question and information of the answer to the question are added to the e-mail, and the reply is sent to the terminal station 2 of the user who made the question.

The user information receiving section 11, conversion / update processing section 13, user information registration section 14, information analysis section 16, user information generation section 17, information search section 18a, P
The age information generation unit 20 and the user information transmission unit 23 are functional elements in which a CPU installed in the base station 3 operates according to a predetermined software program.

The terminal station 2 is connected to a transmission line 1 such as the Internet.
For example, a personal computer connected to (1a, 1b, 1c) includes a general information input device 31 such as a keyboard and a mouse, an information display device 35 as a display device, and a predetermined storage such as a hard disk. When the CPU operates in accordance with a software program stored in advance in the device, the information receiving and browsing unit 34 which is an electronic mail management software program
And a page browsing function unit 36 called a browser functions. In particular, when the web page of the input screen is provided from the user information receiving unit 11 of the base station 3 in the page browsing function unit 36, the input fields of the user ID and the password (member information) in the input screen are provided. Is displayed on the screen of the information display device 35, and the input field is the user ID
It functions as the information transmitting unit 32. Similarly, search / search in the input screen provided from the user information receiving unit 11 of the base station 3
An input field for the question content is displayed on the screen of the information display device 35, and the input field functions as the search / question content transmission unit 33.

The operation of the user support system having the above configuration will be described. At the beginning of the description of the operation, it is assumed that the hierarchical structure of the FAQ that the base station 3 presents to the terminal station 2 is set as shown in FIG.

First, the user connects the terminal station 2 to the transmission line 1
It connects to the user information receiving unit 11 of the base station 3 through (1a).

The user information receiving section 11 of the base station 3 transmits a web page of the input screen to the terminal station 2. The input screen includes input fields for member information such as a user ID and a password.

The terminal station 2 inputs member information such as a user ID and a password into the input fields while viewing the input screen (reference S1 in FIG. 3). The content entered here is transmitted to the user information receiving unit 11 of the base station 3 through the transmission path 1 (1a).

The user information receiving section 11 provides the user authentication section 12 with member information such as a user ID and a password entered in the input fields on the terminal station 2 side.

The user authentication unit 12 is a user information receiving unit 1
After obtaining member information of user ID and password from 1,
This is compared with data in a data table stored in a predetermined database (not shown), and it is determined whether or not the input user ID and password correspond to each other. If the result of the determination is affirmative (that is, if the user ID and the password properly correspond to each other), the determination result is transmitted to the user information receiving unit 11.
Give to.

The user information receiving unit 11 is a user authentication unit 1
If it is determined in step 2 that the collation between the user ID and the password is valid, the connection / user authentication is performed (reference numeral S2 in FIG. 3). Then, the user information receiving unit 11 transmits a web page (question content input page) for selecting or inputting the search / question content through the transmission line 1 (1a) to the terminal station 2.
Send to

The question input field of this question content input page may be a text input field for inputting a natural sentence in a text format, or a FAQ web page having a hierarchical structure shown in FIG. The content of the question may be input by switching the display to specify the content by clicking on a check part such as a radio button associated with the final selection item of the content of the question. The question input field in this case is a check unit such as a radio button.

The terminal station 2 displays the question content input page given by the terminal station 2 on the information display device 35, and inputs the question content in the question input field. The contents of such a question are sent to the user information receiving unit 1 of the base station 3 through the transmission line 1 (1a).
1 (Request information from user: Fig. 3
S3 in the middle and T1 in FIG. 4).

The user information receiving section 11 of the base station 3 converts the content input in the question input field on the question content input page into C
It is acquired by the GI method and given to the conversion / update processing unit 13.

When the question content given from the user information receiving unit 11 is text information in a natural sentence such as a text format, the conversion / update processing unit 13 analyzes the syntax of the text information, extracts a keyword, The meaning is extracted, and the contents of the question are identified and coded according to the classification facilitated in advance. Further, the base station 3 transmits and presents the options as the question contents to the terminal station 2 side, and specifies the question contents (selection items) by selecting the operator of the terminal station 2 side from the presented options. In this case, the data is encoded into data associated with the selected item in advance. The encoded data is transmitted to the user information registration unit 14 and the information analysis unit 16.

The information analysis unit 16 includes a conversion / update processing unit 13
Analyzes and recognizes the search / question content given from the terminal station 2 based on the data encoded in the above, and determines the content of the user's question.

The user information generation unit 17 includes an information analysis unit 16
FAQ contents in the information base for search 18
After reading the response information previously associated in the search information base 18 (matching between the request and the FAQ: T2 in FIG. 4), this response information is provided by the user. User information transmitting unit 2 as information 22
Output to 3.

The user information transmitting section 23 adds the user information generated by the user information generating section 17, ie, the contents of the question and the information of the answer to the question to the mail text of the e-mail, and sends the answer to the question. To the user's terminal station 2 via the transmission line 1 (1b) (reply of FAQ: FIG. 3).
S4 in the middle and T3 in FIG. 4).

[0092] The information receiving / viewing unit 34 of the terminal station 2 views the information (e-mail) given from the user information transmitting unit 23 of the base station 3. This allows the user to get an answer to the question.

Here, the information search unit 18a of the base station 3
Based on the search / question information provided by the user information registration unit 14, a search of the question history in the search information base 18 is performed, and the search result is provided to the Page information generation unit 20.

Then, the page information generating unit 20 changes the hierarchical structure itself as shown in FIG. 2 according to the number of questions from the user and the contents of the questions.

That is, as shown by the symbol T4 in FIG.
The number of matchings in the step is counted.
The count result at this time is stored in a predetermined FAQ counter database 38 in an updated manner.

Next, the page information generating unit 20 reconstructs the FAQ tree (hierarchical structure: see FIG. 2) 39 and updates the information to the search information base 18 at reference numeral T5 in FIG.

For example, a specific web page P1 at the bottom layer
Assuming that the number of accesses of 10,000 web pages 2212 (a web page in which an answer to a question is described) is recorded within a certain period, the content of the web page P12212 is automatically selected as a selection item in the top web page P00000. In addition, link information to the web page P12212 of the answer information is embedded as tag information in the selected item.

If the number of accesses is less than 10000 but 1000 or more, for example, if the number of accesses is less than 1000 but 100 or more, the web page P12000 of the third hierarchy is one layer higher. Web page P
At 12200, the content of the question is automatically added as a selection item, and link information to the web page P12212 of the answer information is embedded in the selection item as tag information.

Further, for example, when the user of the terminal station 2 asks a question, and when the content of the question is common to a plurality of answer information web pages (for example, P11111 and P12211), the plurality of answer information The user's question content is added as a selection item to the web page P10000 of the lowest hierarchy straddling the web pages P11111 and P12211 of the web pages P11111 and P12211, and when the selection item is selected, the web pages P11111 and
A new web page for selecting the question content related to P12211 as a selection item is presented, and the question items related to web pages P11111 and P12211 are added to the new web page as selection items with link information. By selecting one of the selection items, the web pages P11111 and P12211 can be displayed on the screen.

When a page browsing request signal of the FAQ web page is supplied from the page browsing function section (browser) 36 of the terminal station 2 through the transmission path 1 (1c),
The FAQ web page (symbol omitted) generated by the geo-information generation unit 20 is displayed on the terminal station 2 as a general-purpose page screen 21.
Sent to. The user on the terminal station 2 side can browse the answer to the question content on the FAQ web page without inputting the question content in the search / question content transmission unit 33 (reference T6 in FIG. 4). .

At this time, the hierarchical structure of the FAQ web page (FIG. 2) is presented in a state changed in accordance with the number of questions from the user and the content of the questions, so that the FAQ web with a hierarchical structure that is easy for the user to use Can browse pages.

{Second Embodiment} In the first embodiment, the contents of a question are input by the CGI method. However, the user support system according to the second embodiment of the present invention Receives the question by e-mail, automatically generates answer information, and returns it to the terminal station 2 by e-mail. Other configurations are the same as those of the first embodiment.

Specifically, as shown in FIG. 5, the contents of the question are transmitted from the user's terminal station 2 to the base station 3 by e-mail in a natural sentence (Step St01), and the base station 3 sends the e-mail at Step St02. After the content is analyzed by natural sentence analysis and keyword extraction is performed, a keyword is checked against a predetermined keyword file 41, and then the keyword is matched with the FAQ using the FAQ keyword database 42 (Step St03). Further step St
In step 04, the optimal FAQ is evaluated from the FAQ database 43.

Then, at step St05, FA
The Q reply mail is automatically created and transmitted, and the FAQ reply step St06 is performed.

As a result, the user's terminal station 2 asks a question in a natural sentence using an e-mail transmission / reception software program (mailer) that is familiar to the user, and the base station 3 automatically answers based on the question. This is convenient because the information can be sent back to the user's terminal by e-mail.

<< Third Embodiment >> A user support system according to a third embodiment of the present invention
Request information issued from the user to the base station 3 includes at least one additional information of the user's location, current time, and user's emotion, and the base station 3 automatically responds according to the additional information. It is made to change. Other configurations are the same as those of the first embodiment.

Specifically, in the question content input page, not only a question input field but also a selection field for selecting additional information such as a user's position, current time, and user's emotion are set, and a terminal station is set. When the query content is input in the question content input page and transmitted to the base station 3 by the search / question content transmission unit 33 of step 2, the additional information is attached to the question content and transmitted to the base station 3 through the transmission path 1. Send.

In the base station 3, when the information analysis section 16 analyzes the contents of the question given from the terminal station 2, the additional information is also analyzed, and a predetermined parameter corresponding to the additional information is generated to generate user information. Transmit to the unit 17.

For example, as the additional information, a period during which the contents of the question were initially asked and then left unanswered, or an appropriate answer could not be obtained despite the repeated questioning. If the user ’s circumstances are added,
The answer to the question is searched with the highest priority, carefully and quickly, and the answer is promptly returned by e-mail or the like.

For example, if the time at which the user asked a question is 12:55 as additional information, it is assumed that the lunch break is from 12:00 to 13:00, and the remaining time of the lunch break is a little. Judge that there is only one, and send the answer as soon as possible.

Further, for example, when the place where the user asks a question is on the road as additional information, the terminal station 2 used by the user is connected to a device having a low storage capacity or a low resolution related to image display (for example, Since there is a high possibility that the answer is a mobile personal computer, a mobile phone, or the like, the answer is given in a simple and short sentence without using an image.

Further, for example, when the place where the user asked a question is a general household, the answer is made in a style suitable for the general household, while when the place where the user asks the question is an office, the answer is given to the office. Answers are given in a suitable style.

As described above, since the reply information is adjusted and returned based on the additional information given by the user, it is possible to make a reply appropriately corresponding to the individual circumstances of the user.

<< Fourth Embodiment >><Structure> FIG. 6 is a flowchart showing an operation procedure of a user support system according to a fourth embodiment of the present invention. The user support system according to this embodiment not only allows the user to actively transmit the contents of the inquiry to the base station 3 using the terminal station 2 and the transmission line 1 but also causes a trouble when the user uses the terminal station 2. When there is information about the trouble (hereinafter referred to as "trouble information")
Is transmitted to the base station 3 via the transmission line 1, and the base station 3 analyzes the trouble information as information of the question described in the first embodiment by the information analysis unit 16, and transmits the answer information of the FAQ to the terminal station. This is to reply to 2.
Other configurations are the same as those of the first embodiment.

Specifically, as shown in FIG. 6, the execution environment information 5 in the execution software program 51 on the terminal station 2 side.
2 is transmitted to the base station 3 through the transmission path 1. This transmission timing may be transmitted at regular intervals, or may be transmitted when a trouble described later occurs. On the base station 3 side, information 52 of the execution environment given from the terminal station 2
Check 53.

Next, when any trouble (event) such as a failure occurs in using the execution software program 51 in the terminal station 2, the terminal station 2 transmits the information 54 of the trouble element to the base station 3 side. The trouble element information 54 is, specifically, an error code (event identification information) for distinguishing the symptom of the trouble from other troubles.

The base station 3 searches the search information base 18 for an FAQ based on the trouble element information 54 given from the terminal station 2 and the check result of the execution environment check 53, and performs processing by the diagnosis element. A decision 56 is made. In this case, the latest program 57 or the repair program 58 of the execution software program 51 is transmitted to the terminal station 2 and the execution software program 5 in the terminal station 2 is transmitted.
With respect to No. 1, the latest or repair programs 57 and 58 are installed using the automatic installer 59.

In this case, it is not necessary to deal with the latest program 57 or the repair program 58. If the user can easily set the execution software program 51 to solve the problem, the FA in the base station 3
The response information is obtained from Q and the response information is transmitted to the terminal station 2 by e-mail, or the response information is forcibly displayed on the screen of the information display device 35 of the user's terminal station 2 on a pop-up screen or the like. At the stage before the latest program 57 or the repair program 58 is created, all F
The response information is obtained from the AQ and transmitted to the terminal station 2.

As described above, the user hardly needs knowledge of the execution software program 51, and repairs or updates the execution software program 51 without any awareness of the user when a trouble occurs, or gives the user a FAQ. Can give appropriate advice.

In the fourth embodiment, the terminal station 2
The latest program 57 or the repair program 58 is installed or the response information to the question content is transmitted from the base station 3 to the terminal station 2 in response to the transmission of the trouble element information 54 from the base station 3 to the terminal station 2. However, in addition to this, before the trouble occurs on the terminal station 2 side, information on the user's usage status, start-up / startup, and terminal device operation is transmitted to the base station 3 side, and the corresponding Pus
By performing h-type information distribution from the base station 3 to the terminal station 2,
A simple use may be made within a range that does not affect the operability.

FIG. 7 is a flowchart showing the operation flow at this time. The base station 3 has a user information base (user database) 15 and a Push information database 6 for storing Push information created in advance.
1 is set, and a predetermined condition determination process (for example, whether or not the date is a predetermined period) 62 is performed. If the condition is met, a predetermined message in the Push information database 61 is transmitted to the terminal station 2. (Information acquisition / browsing 63), or when the response information 64 of the acquisition of the environment information of the terminal station 2 or the information from the user is transmitted to the base station 3, the base station 3 performs the Push information collection 65. The push information may be selected or processed 66 from the push information database 61 based on the collected information 65, and the push information may be transmitted 67 to the terminal station 2. Then, the user can perform information acquisition and browsing 63 and 68 at the discretion of the base station 3 without performing any special operation, which is convenient. In particular, by transmitting the latest FAQ information, such as information about a trouble that the user is likely to fall into from the base station 3 to the terminal station 2 as Push information, the user can prevent various troubles beforehand. .

{Fifth Embodiment} In the user support system according to the fifth embodiment of the present invention, in the first embodiment, when each user answers a question and answer as a paid support service, The price of the support service is determined every time. Other configurations are the same as those of the first embodiment.

More specifically, as shown in FIG. 8, an arbitrary question (request content) 71 is transmitted from the user's terminal station 2 to the transmission line 1.
When given to the base station 3 through the base station 3, the base station 3 reads out information on the past purchase history of the product of the user based on the user information base (user information database) 18. Then, for example, the price 72 of the product purchased by the user is recognized by referring to a predetermined product database (product DB) 74. Reference numeral 73 denotes the price of the product purchased by the user 7
2 is an example. Then, based on the price 72 of the product purchased by the user, the discount rate 75 of the user is determined according to a predetermined calculation formula.

Next, the user asks a question (contents of the request).
Background of the process (process requesting support) 76
Recognize. Process 76, which requested this support,
For example, before transmitting the content of the question from the terminal station 2 to the base station 3, it checks whether or not the user has browsed the FAQ web page and made an effort to solve the problem by himself. Such investigations
A history file called a cookie file is saved in the user's terminal station 2 when browsing the FAQ web page on the user's terminal station 2, and the cookie file can be easily checked by reading the cookie file on the base station 3 side. It is. Alternatively, every time the user browses the FAQ web page, the browsing history of the user is stored in a predetermined database (support process DB) 78 of the base station 3 as needed, and the browsing history information 79 is read and investigated. Is also good. Then, the discount rate 80 for the user is adjusted and determined based on the predetermined calculation formula 77 (reference numeral 80).

Further, when answer information for the content of a question is determined in the same procedure as described in the first embodiment, the value information 82 of the answer information is stored in a database 81 of a predetermined information value bank. The support fee is finally determined 83 from the readout, the total amount thereof, and the discount rate 80 of the user. Then, the process proceeds to a predetermined charging process 84 such as automatic bank transfer.

Further, even when the individual correspondence processing 85 is performed, the value of the support correspondence processing 86 may be added to the information 82 according to the support correspondence processing 86.

As a result, in the support service for the user, a legitimate price can be easily determined.

<< Sixth Embodiment >> In the user support system according to the sixth embodiment of the present invention, in the first embodiment, each of the above-described embodiments corresponds to various requests given by the user. In addition to the support by the e-mail using the FAQ or the web page of the FAQ described in the above section, the system provides comprehensive support including telephone consultation by an operator and a videophone system. Other configurations are the same as those of the first embodiment.

Specifically, as shown in FIG. 9, when the content of a question (request content) is transmitted from the user's terminal station 2 to the base station 3 via the transmission line 1, the base station 3 asks the question in the FAQ web page. A search is made to determine whether an answer to the content exists (FAQ filtering 92). Here, if the question content and the answer information exist in the FAQ web page, the answer information in the FAQ web page is added to the electronic mail and returned to the terminal station 2 (reference numeral 93).

On the other hand, if the question content and the answer information do not exist in the FAQ, the web page of the FAQ linked in the hierarchical structure shown in FIG. 2 is browsed (reference numeral 9).
5) Present the auto answer on demand information (reference numeral 94).

When the user browses the FAQ web page and obtains no answer information corresponding to the content of the question, the user presses and operates a predetermined icon formed in the FAQ web page. Thus, the fact is transmitted to the base station 3.

Then, the waiting operator responds one-on-one to the user's question of the terminal station 2 by his / her voice through the microphone device (reference numerals 96 and 97). In this case, if images of both the operator and the user are communicated with each other using a CCD camera or the like, it is possible for the operator to notify the user of the answer information to the content of the user's question in a form like a videophone. Become.

As described above, by combining the FAQ web page and the videophone and arranging them in a hierarchical manner, it is possible to sift through the contents of the question in order, and to obtain a wide and detailed efficient process. Support can be realized in combination with a small number of operators.

In each of the above-described embodiments, as the FAQ, a plurality of web pages linked to each other in a hierarchical structure are used to narrow down the content of a question and present answer information. All the questions may be listed, arranged in order from the one with the highest question frequency, and the arrangement order may be changed according to the question frequency.

In the first embodiment, the user information receiving unit 11 of the base station 3 transmits an input screen as a web page to the terminal station 2, and the page browsing function unit 3 of the terminal station 2
In the state where the input screen or the question content input page is displayed on the information display device 35 by the user 6, the user ID is entered in the input field or the question input field of the input screen or the question content input page.
And the password, but the terminal station 2
The user ID, the password, the content of the question, and the like may be input by a software program stored in advance on the side, and the input information may be transmitted to the base station 3.

Further, in the first embodiment, the contents of a question made into a sentence by a natural sentence are subjected to syntax analysis, keyword extraction and meaning extraction to recognize the content of the question. May be converted into character information such as a text format by voice recognition, and the converted character information may be subjected to syntax analysis, keyword extraction, and meaning extraction.

Furthermore, in the first embodiment, the answer to the question is sent back to the user of the terminal station 2 by e-mail. However, the answer information as character information is read out by voice reading software or the like. The information may be converted and returned to the terminal station 2 side.

[0138]

According to the first, ninth and seventeenth aspects of the present invention, the page information generation unit of the base station narrows down a plurality of information pages linked in a hierarchical structure based on the contents of a question. When generating an information page in a state where the information is generated in such a way as to be able to be read or the questions are ranked according to predetermined criteria and the contents of the questions are displayed in a list in the ranked order, the frequency or question of the question given by the terminal station Since the hierarchical structure or the ranking is changed according to the contents of the information, it is possible to provide an information page in which it is easy to obtain an answer to the question according to the substance of the question situation from the user.

According to the second, tenth, and eighteenth aspects of the present invention, after the content of the question is searched for the information page to obtain the answer information, the information is sent by e-mail separately from the information page. Since the information is sent to the terminal station by e-mail, there is no need for the user to look at the information page and find his own question from among many questions.

According to the third, eleventh, and nineteenth aspects of the present invention, a question issued from a terminal station and answer information to the question are cumulatively added to a predetermined information page, When a question is issued as natural sentence information, a keyword is extracted from the natural sentence information about the question, a matching question and answer information in an information page are searched based on the keyword, and the answer information is retrieved. Since the information is transmitted to the terminal station, the user can easily ask a question using a natural sentence.

According to the fourth, twelfth and twentieth aspects of the present invention, when transmitting a question from a terminal station to a base station, in addition to the question, the position of the user, the current time, The base station transmits at least one additional information of the emotion to the base station, and the base station changes the response information according to the additional information and transmits the response information to the terminal station. Can answer.

According to the fifth, thirteenth, and twenty-first aspects of the invention, the execution environment of the software program used in the terminal station is transmitted to the base station, and the predetermined environment including the failure in the terminal station. When the event occurs,
The terminal station transmits event identification information for identifying a predetermined event from other events to the base station, and the base station diagnoses and repairs, reproduces, or updates the software program of the terminal station based on the event identification information. Therefore, the user hardly needs knowledge of the software program, and the user can repair or update the software program without any consciousness when the trouble occurs, which is convenient.

According to the invention described in claims 6, 14 and 22, predetermined information or an information page previously held by the base station is transmitted to the terminal station regardless of a request from the terminal station. For distribution, for example, by transmitting important information such as frequently occurring troubles to the terminal station as appropriate, useful information of the user can be presented without bothering the user.

According to the seventh, fifteenth, and twenty-third aspects of the present invention, an appropriate price is determined according to the content of the information exchange performed between the base station and the terminal station.
Users can pay for the service.

According to the invention described in claims 8, 16 and 24, the information page is searched for answer information corresponding to the question issued from the terminal station, and an appropriate answer is included in the information page. When there is no information, since the information page is switched to the voice information of the operator in the base station and the voice information is transmitted to the terminal station, support for users who cannot handle the information page can be effectively realized. This has the effect.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a user support system according to a first embodiment of the present invention.

FIG. 2 is a diagram showing a hierarchical structure of an FAQ.

FIG. 3 is a flowchart illustrating a user support method.

FIG. 4 is a flowchart illustrating a user support method according to the first embodiment of the present invention.

FIG. 5 is a flowchart illustrating a user support method according to a second embodiment of the present invention.

FIG. 6 is a flowchart illustrating a user support method according to a fourth embodiment of the present invention.

FIG. 7 is a flowchart illustrating a modification of the user support method according to the fourth embodiment of the present invention.

FIG. 8 is a flowchart showing a user support method according to a fifth embodiment of the present invention.

FIG. 9 is a flowchart illustrating a user support method according to a sixth embodiment of the present invention.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Transmission line 2 Terminal station 3 Base station 11 User information receiving unit 12 User authentication unit 13 Conversion / update processing unit 14 User information registration unit 15 User information base 16 Information analysis unit 17 User information generation unit 18 Search Information infrastructure 18a Information search unit 19 Page information infrastructure 20 Page information generation unit 21 General-purpose Page screen 22 User provided information 23 User information transmission unit 31 Information input device 32 User ID information transmission unit 33 Search / question content transmission unit 34 Information Reception / browsing unit 35 Information display unit 36 Page browsing function unit

 ──────────────────────────────────────────────────続 き Continuing from the front page (72) Inventor Hiroaki Yamaguchi 4-6-1, Miyahara, Yodogawa-ku, Osaka-shi Inside Mega Fusion Co., Ltd. (72) Yoichi Iijima 4-6-1, Miyahara, Yodogawa-ku, Osaka-Shares F-term (reference) in the company's Megachips 5B049 AA06 BB00 CC02 CC22 CC36 DD01 DD05 EE01 EE05 EE56 FF03 FF04 FF06 FF09 GG04 GG07 5B075 KK03 KK07 KK13 KK33 KK40 ND03 ND20 ND23 PP28 NP40 NR40

Claims (24)

[Claims] 1. A user support system in which a terminal station and a base station are connected through a predetermined transmission path, and the base station transmits answer information to the terminal station in response to a question transmitted from the terminal station. In the base station, a plurality of information pages linked in a hierarchical structure can be generated based on the content of the question so as to be narrowed down, or the questions are ranked according to a predetermined criterion, and the content of the question is ranked in the ranked order. A page information generation unit that generates an information page in a state where the list is displayed, wherein the page information generation unit performs the hierarchical structure or the ranking according to the frequency of a question or the content of a question given from the terminal station. Changing user support system. 2. The user support system according to claim 1, wherein the base station searches the information page for answer information corresponding to a question issued from the terminal station, and obtains a result of the search. A user support system for transmitting answer information to the terminal station by e-mail. 3. A user support system in which a terminal station and a base station are connected through a predetermined transmission path, and the base station transmits answer information to the terminal station in response to a question transmitted from the terminal station. A question issued from the terminal station and answer information to the question are cumulatively added to a predetermined information page, and when a question as natural sentence information is issued from the terminal station, a natural A user support system for extracting a keyword from text information, searching for a matching question and answer information in the information page based on the keyword, and transmitting the answer information to the terminal station. 4. The user support system according to claim 1, wherein when transmitting a question from the terminal station to the base station, a position of the user, A user support system for transmitting at least one additional information of a current time and a user's emotion to the base station, wherein the base station changes the response information according to the additional information and transmits the response information to the terminal station. 5. The user support system according to claim 1, wherein an execution environment of a software program used in said terminal station is transmitted to said base station and said terminal is When a predetermined event including a failure occurs in a station, the terminal station transmits event identification information for identifying the predetermined event from other events to the base station, and the base station transmits the event to the base station. A user support system for diagnosing and repairing, reproducing or updating the software program of the terminal station based on identification information. 6. The user support system according to claim 1, wherein the predetermined information or the information page held in advance by the base station is transmitted by a request from the terminal station. Is a user support system that distributes to the terminal stations regardless of the user support system. 7. The user support system according to claim 1, wherein an appropriate price is paid according to the content of information exchange performed between the base station and the terminal station. User support system to decide. 8. The user support system according to claim 1, wherein the information page is searched for answer information corresponding to a question issued from the terminal station, and the information page is searched for. A user support system for switching from the information page to voice information of an operator in the base station and transmitting the voice information to the terminal station when there is no appropriate answer information in the page. 9. A user support method in which a terminal station and a base station are connected through a predetermined transmission path, and the base station transmits answer information to the terminal station in response to a question transmitted from the terminal station. In the base station, a plurality of information pages linked in a hierarchical structure can be generated based on the content of the question so as to be narrowed down, or the questions are ranked according to a predetermined criterion, and the content of the question is ranked in the ranked order. A page information generation unit that generates an information page in a state where the list is displayed, wherein the page information generation unit performs the hierarchical structure or the ranking according to the frequency of a question or the content of a question given from the terminal station. How to change user support. 10. The user support method according to claim 9, wherein the base station searches the information page for answer information corresponding to a question issued from the terminal station, and obtains a result of the search. A user support method for transmitting answer information to the terminal station by e-mail. 11. A user support method in which a terminal station and a base station are connected through a predetermined transmission path, and the base station transmits answer information to the terminal station in response to a question transmitted from the terminal station. A question issued from the terminal station and answer information to the question are cumulatively added to a predetermined information page, and when a question as natural sentence information is issued from the terminal station, a natural A user support method for extracting a keyword from text information, searching for a matching question and answer information in the information page based on the keyword, and transmitting the answer information to the terminal station. 12. The user support method according to claim 9, wherein when transmitting a question from the terminal station to the base station, a position of the user, A user support method of transmitting at least one additional information of a current time and a user's emotion to the base station, wherein the base station changes the answer information according to the additional information and transmits the response information to the terminal station. 13. The user support method according to claim 9, wherein an execution environment of a software program used in said terminal station is transmitted to said base station and said terminal is When a predetermined event including a failure occurs in a station, the terminal station transmits event identification information for identifying the predetermined event from other events to the base station, and the base station transmits the event to the base station. A user support method for diagnosing and repairing, reproducing or updating the software program of the terminal station based on identification information. 14. The user support method according to any one of claims 9 to 13, wherein the base station has a predetermined information or the information page in response to a request from the terminal station. Is a user support method for distributing to the terminal station independently. 15. The user support method according to claim 9, wherein an appropriate price is paid according to the content of information exchange performed between the base station and the terminal station. User support method to decide. 16. The user support method according to claim 9, wherein said information page is searched for answer information corresponding to a question issued from said terminal station, and said information is searched for. A user support method for switching from the information page to voice information of an operator in the base station and transmitting the voice information to the terminal station when there is no appropriate answer information in the page. 17. A user support device connected to a terminal station through a predetermined transmission path and transmitting answer information to the terminal station in response to a question transmitted from the terminal station, wherein the user support device is linked in a hierarchical structure. Page that generates a plurality of information pages that can be narrowed down based on the content of the question, or that ranks the questions according to a predetermined standard and generates an information page in a state where the content of the question is listed and displayed in the ranked order A user support device, comprising: an information generation unit, wherein the page information generation unit changes the hierarchical structure or the ranking according to the frequency of questions or the content of questions given from the terminal station. 18. The user support device according to claim 17, wherein said information page searches for answer information corresponding to the question issued from said terminal station, and sends the answer information obtained as a result of the search to an electronic mail. A user support device for transmitting to the terminal station. 19. A user support device connected to a terminal station through a predetermined transmission path and transmitting answer information to the terminal station in response to a question transmitted from the terminal station, The generated question and the answer information to the question are cumulatively added to a predetermined information page, and when a question as natural text information is issued from the terminal station, a keyword is extracted from the natural text information about the question. A user support device that searches the information page for a matching question and answer information based on the keyword, and transmits the answer information to the terminal station. 20. The user support device according to claim 17, wherein, when receiving a question from the terminal station, a position of the user, a current time, A user support device for receiving at least one additional information of a user's emotion, changing the answer information according to the additional information, and transmitting the response information to the terminal station. 21. The user support device according to claim 17, further comprising: receiving an execution environment of a software program used in the terminal station, and including a failure in the terminal station. When a predetermined event occurs, receiving event identification information for identifying the predetermined event from other events from the terminal station, and executing the software program of the terminal station based on the event identification information. A user support device that diagnoses and repairs, regenerates or updates. 22. The user support device according to claim 17, wherein the predetermined information or the information page stored in advance is
A user support device for distributing to the terminal station irrespective of a request from the terminal station; 23. The user support device according to claim 17, wherein the user who determines an appropriate price according to the content of the information exchange performed with the terminal station. Support device. 24. The user support device according to claim 17, wherein the information page is searched for answer information corresponding to a question issued from the terminal station, and the information page is searched for. A user support device for switching from the information page to voice information of a predetermined operator and transmitting the voice information to the terminal station when there is no appropriate answer information in the page.