JP2004118505A - Information generating device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an information generating system capable of preventing the lowering of labor efficiency by grasping the retrieval situation of a user more easily. <P>SOLUTION: 1. The user transmits retrieval condition information. 2. Retrieval in a database DB5 is performed based on the retrieval condition information to generate retrieval result information. 3. Extended retrieval result information is generated from the retrieval result information and registered in a database DB6. 4. The retrieval result information is transmitted to the user. 5. The user further requests a support staff to provide detailed information. 6. The support staff transmits history retrieval condition information to request the support information browsing history of the user. 7. An analytic computer 24 generates analysis information to the extended retrieval result information stored in the database DB6, from the history retrieval condition information. 8. Comment information is generated from the analysis information. 9. The analysis information / comment information is transmitted. 10. The analysis information / comment information is displayed on a computer 28. 11. The support staff can grasp the retrieval situation of the user more easily. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an information generation device, and more particularly, to generation of information based on a search result.
[0002]
[Prior art]
At present, computer system companies provide computer systems sold to customers with employee support for troubles after sales. A company that sells computer systems provides trouble-solving information for employees to deal with computer system problems.
[0003]
In providing such trouble solving information, information from a so-called manual book or the like is often provided.
[0004]
In some cases, a method in which electronic data of a manual book is recorded in a database server, and an employee accesses the database server from a location to search for desired information may be taken.
[0005]
As an example of a system in which information such as a manual book is stored in a database, there is a failure handling system described in JP-A-2000-172328. This failure handling system will be described with reference to FIG. The failure handling system 100 automatically saves and stores failure content information and failure handling operation history as knowledge in a database, and searches and displays similar data when a future failure occurs.
[0006]
The failure handling system 100 includes a monitoring control system 101 connected to the LAN 103, a failure handling history database 102, and computers 104a to 104n connected to the LAN 103.
[0007]
The failure handling operation database 102 records failure information such as equipment names, data names, and failure names. An employee who is a user of the failure handling system 100 uses the equipment name indicating the location where the failure occurred, the data name, or the like as a search key to input failure information that is the same as or similar to the currently occurring failure, into the failure handling history database 102. Try to get from. When the failure handling system 100 determines that the corresponding failure information exists, the failure handling system 100 displays the failure information to the employee.
[0008]
Regardless of the manual book or the failure handling system 100 described above, the employee must first find the desired information from the manual book or the failure handling history database 102. As a result, if the employee cannot find the desired information, a solution to the current trouble can be made by calling an employee or the like who specializes in supporting the employee (hereinafter referred to as a support staff). Will be provided.
[0009]
In this way, the computer system company provides a support system that enables employees to appropriately and promptly deal with troubles. And, the service for the customer is improved.
[0010]
[Patent Document]
JP 2000-172328 A
[Problems to be solved by the invention]
The above support system has the following problems. Employees seeking support from their support staff to resolve current problems are already searching for information themselves. The employee often obtained some information at that time.
[0011]
However, support personnel are usually unaware of what information the employee has already obtained. That is, the support staff may provide the information already obtained by the employee through the information search again. Such duplicate provision of the same information wastes time and has the problem of reducing labor efficiency.
[0012]
Also, even if employees are obligated to provide support staff with detailed explanations of the situation so far in order to prevent such duplicate provision of the same information, it takes time to explain the situation. It often happens. In the end, this also raises the problem of reduced labor efficiency.
[0013]
Therefore, an object of the present invention is to provide an information generation system capable of preventing a decrease in labor efficiency by more easily grasping a user's search situation.
[0014]
Means for Solving the Problems and Effects of the Invention
In the information generation system and the information generation method according to the present invention, the search device obtains search condition information, generates search result information based on the obtained search condition information, and generates the search result information based on the search condition information. The information generating device transmits the transmitted communication device and the information generating device, the information generating device acquires the search result information from the search device, and associates the attribute information associated with predetermined information corresponding to the acquired search result information with the attribute information. Obtained from the information storage unit in which predetermined information is stored, from the communication device that has obtained the search result information, obtain event information indicating the type of request for the search result information, and obtain the obtained attribute information, event information, Based on the search result information, generate extended search result information, record the generated extended search result information in a search result information storage unit, It transmits the search condition information indicating a condition obtains the search result information corresponding to the search condition information, and transmits the event information corresponding to the search result information.
[0015]
As a result, the past search information can be used, so that the transition of the search status and the like can be easily grasped.
[0016]
Furthermore, since the extended search result information is generated by adding attribute information and event information to the search result information, the search status can be easily determined rather than trying to grasp the search status based only on the search result information. I can figure it out.
[0017]
In the information generation system according to the present invention, the information generation system further includes another communication device, the other communication device transmits history search condition information, and the information generation device further includes the history Obtaining search condition information, analyzing the extended search result information stored in the search result information storage unit based on the obtained history search condition information, generating analysis information, and generating the analysis information generated by the analysis information generating means. , And generates comment information on the analysis information.
[0018]
Thus, the search status can be obtained from the comment information, so that the search status can be grasped more easily.
[0019]
An information generation device, an information generation program, a recording medium, and an information generation method according to the present invention acquire search result information that is a result of a search based on search condition information and associate the search result information with predetermined information corresponding to the acquired search result information. Attribute information obtained from the information storage unit in which the predetermined information is stored, generates the extended search result information based on the acquired attribute information and the search result information, and generates the generated extended search result. The information is recorded in the search result information storage unit.
[0020]
As a result, the past search information can be used, so that the transition of the search status and the like can be easily grasped.
[0021]
Furthermore, since the extended search result information is generated by adding attribute information to the search result information, it is easier to grasp the search situation than to try to grasp the search situation based only on the search result information. Can be.
[0022]
An information generation device, an information generation program, and a recording medium according to the present invention acquire search result information that is a result of a search based on search condition information, acquire event information indicating a type of request for the search result information, and acquire the event information. The extended search result information is generated based on the generated event information and the search result information, and the generated extended search result information is recorded in the search result information storage unit.
[0023]
As a result, the past search information can be used, so that the transition of the search status and the like can be easily grasped.
[0024]
Furthermore, since the extended search result information is generated by adding attribute information and event information to the search result information, the search status can be easily determined rather than trying to grasp the search status based only on the search result information. I can figure it out.
[0025]
The information generation device, the information generation program, or the recording medium according to the present invention, when generating extended search result information based on the generated search result information, acquires event information indicating a type of request for the search result information, and acquires The extended search result information is generated based on the obtained event information, attribute information, and the search result information.
[0026]
As a result, the extended search result information is generated by adding the event information to the search result information, so that the search status can be grasped in consideration of the request made to the search result information. In addition, it is possible to easily grasp the search status in consideration of the request of the other party who has obtained the search result information.
[0027]
An information generating apparatus, an information generating program, and a recording medium on which the information generating program is recorded according to the present invention generate analysis information by analyzing the extended search result information stored in the search result information storage unit based on analysis condition information. And generating comment information on the analysis information based on the analysis information generated by the analysis information generating means.
[0028]
Thus, the search status can be obtained from the comment information, so that the search status can be grasped more easily.
[0029]
In the information generation device, the information generation program, and the recording medium on which the information generation program is recorded according to the present invention, the information generation device further obtains history search condition information, and the search result is obtained based on the obtained history search condition information. Analysis information is generated by analyzing the extended search result information stored in the information storage unit, and comment information on the analysis information is generated based on the analysis information generated by the analysis information generating means.
[0030]
Thus, the search status can be obtained from the comment information, so that the search status can be grasped more easily.
[0031]
“Search condition information” refers to information used by a searcher as a condition for information search. Depending on the search system, keywords, natural words, and the like are included. In the present embodiment, the keywords in FIG.
[0032]
“Search result information” refers to information indicating a result of a search performed by a searcher.
[0033]
"Extended search result information" refers to information obtained by adding other information to the front or a part of the search result information. For example, in addition to the search result information, the information includes information such as information category, search date and time, and searcher.
[0034]
“Analysis condition information” refers to information used as a standard for analysis when an analyst analyzes information. For example, it includes information such as the type of event, the category of information, the number of search results, and the searcher.
[0035]
“Analysis information” refers to information obtained as a result of analyzing the extended search result information based on the analysis condition information. For example, it includes information such as a change in the number of search cases and a change in the number of detailed reference cases.
[0036]
“Comment information” refers to information that expresses analysis information in words. For example, information such as an increase in the future and a strong interest are included.
[0037]
The “program” is a concept that includes not only programs that can be directly executed, but also source-format programs, compressed programs, encrypted programs, and the like. The functions realized by the program may be realized by the program alone, or may be realized in cooperation with another program (for example, an operating system).
[0038]
Further, the “recording medium” refers to a recording medium such as a ROM, a RΑM, a flexible disk, a CD-ROM, a memory card, a hard disk, or the like on which a program is recorded. The concept includes not only recording in a form such as a CD-ROM or a memory, but also transmission of recorded contents while changing its state, such as a communication line or a carrier wave. Further, not only a recording medium such as a hard disk which is connected to the CPU and in which the recorded program is directly executed, but also a recording medium such as a CD-ROM in which the program to be executed after being once installed on the hard disk or the like is recorded. It is a concept including
[0039]
Here, the correspondence between the components in the claims and the components in the embodiment will be described. The "communication device" is the terminal computer 27, the "search device" is the search computer 22, the "information generation device" is the search result information generation computer 23 and the analysis computer 24, and the "other communication device" is the support terminal computer 28. , Respectively.
[0040]
Further, the "information storage unit" corresponds to the support information database DB5, and the "search result information storage unit" corresponds to the extended search result information database DB6.
[0041]
BEST MODE FOR CARRYING OUT THE INVENTION
[First Embodiment]
1. Overview
An embodiment of an information generation system according to the present invention will be described with reference to FIG.
[0042]
1. The user transmits search condition information indicating a condition for searching for support information.
[0043]
2. A search is performed on the support information database DB5 based on the obtained search condition information to generate search result information.
[0044]
3. Extended search result information is generated by adding the user ID of the search, the search date and time, and the like to the search result information, and registered in the extended search result information database DB6.
[0045]
4. The generated search result information is transmitted to the user with the search condition information.
[0046]
5. The user whose trouble is not solved by the support information requests the support staff to provide detailed information for solving the trouble.
[0047]
6. The support staff transmits history search condition information to request what kind of support information the user browsed and a browsing history of the support information.
[0048]
7. The analysis computer 24 that has acquired the history search condition information analyzes the extended search result information stored in the extended search result information database DB6 based on the history search condition information to generate analysis information.
[0049]
8. Further, comment information on the analysis information is generated based on the analysis information.
[0050]
9. Send analysis information and comment information to support personnel.
[0051]
10. The analysis information and the comment information are displayed on the support terminal computer 28.
[0052]
11. As a result, the support staff can more easily grasp the search status of the user, and can prevent a decrease in labor efficiency.
[0053]
2. Hardware configuration
2.1. Hardware configuration of search system
FIG. 2 shows a hardware configuration of the information generation system 1 according to the present embodiment. The information generation system 1 includes a WWW server 21, a search computer 22, which is a search device, a search result information generation computer 23, an analysis computer 24, a support information database 25, a search result database 26, and a terminal computer 27 which is a communication terminal used by an engineer. And a support terminal computer 28 used by support personnel. The terminal computer 27 and the support terminal computer 28 can be connected to the WWW server 21 via the Internet, and can access each computer and database via the WWW server 21.
[0054]
FIG. 2 shows a hardware configuration of a WWW server 21, a search computer 22, a search result information generation computer 23, an analysis computer 24, a technical support information database computer 25, a search result database computer 26, a terminal computer 27, and a support terminal computer 28 in FIG. This will be described using 3 to 10.
[0055]
2.2. Hardware configuration of WWW server 21
First, the hardware configuration of the WWW server 21 will be described with reference to FIG. The WWW server 21 includes a CPU C1, a memory M1, a hard disk H1, a keyboard K1, a mouse P1, a display D1, a CD-ROM drive R1, and a communication board N1.
[0056]
The CPU C1 performs a process based on the WWW server program recorded on the hard disk H1. The memory M1 provides a work area for the CPU C1. The hard disk H1 records and holds other applications such as an operating system (OS) and a WWW server program.
[0057]
The keyboard K1 and the mouse P1 receive external commands. The display D1 displays an image such as a user interface. The CD-ROM drive R1 reads data from a CD-ROM, such as reading a WWW server program and other application programs from a CD-ROM CR1 in which a search server program is recorded. The communication board N1 has a communication circuit connected to a network, and transmits and receives data to and from an external communication device.
[0058]
2.3. Hardware configuration of search computer 22
Next, the hardware configuration of the search computer 22 will be described with reference to FIG. The search computer 22 includes a CPU C2, a memory M2, a hard disk H2, a keyboard K2, a mouse P2, a display D2, a CD-ROM drive R2, and a communication board N2.
[0059]
The CPU C2 performs a process based on the search computer program recorded on the hard disk H2. The memory M2 provides a work area for the CPU C2. The hard disk H2 records and holds an operating system (OS), a search computer program, and other applications.
[0060]
The keyboard K2 and the mouse P2 accept external commands. The display D2 displays an image such as a user interface. The CD-ROM drive R2 reads data from a CD-ROM, such as reading a search computer program and other application programs from a CD-ROM CR2 in which a search computer program is recorded. The communication board N2 has a communication circuit connected to the Internet and an intranet, and transmits and receives data to and from an external communication device.
[0061]
2.4. Hardware configuration of search result information generation computer 23
Next, a hardware configuration of the search result information generation computer 23 will be described with reference to FIG. The search result information generation computer 23 includes a CPU C3, a memory M3, a hard disk H3, a keyboard K3, a mouse P3, a display D3, a CD-ROM drive R3, and a communication board N3.
[0062]
The CPU C3 performs a process based on the search result information generation computer program recorded on the hard disk H3. The memory M3 provides a work area for the CPU C3. The hard disk H3 records and holds other applications such as an operating system (OS) and a computer program for generating search result information.
[0063]
Keyboard K3 and mouse P3 accept external commands. The display D3 displays an image such as a user interface. The CD-ROM drive R3 reads data from the CD-ROM, such as reading the search result information generation computer program and other application programs from the CD-ROM CR3 in which the search result information generation computer program is recorded. The communication board N3 has a communication circuit connected to the Internet and an intranet, and transmits and receives data to and from an external communication device.
[0064]
2.5. Hardware configuration of analysis computer 24
Next, the hardware configuration of the analysis computer 24 will be described with reference to FIG. The analysis computer 25 includes a CPU C4, a memory M4, a hard disk H4, a keyboard K4, a mouse P4, a display D4, a CD-ROM drive R4, and a communication board N4.
[0065]
The CPU C4 performs a process based on the analysis computer program recorded on the hard disk H4. The memory M4 provides a work area for the CPU C4. The hard disk H4 records and holds an operating system (OS), a computer program for generating search result information, and other applications.
[0066]
The keyboard K4 and the mouse P4 accept external commands. The display D4 displays an image such as a user interface. The CD-ROM drive R4 reads data from a CD-ROM, such as reading an analysis computer program and other application programs from a CD-ROM CR4 on which an analysis computer program is recorded. The communication board N4 has a communication circuit connected to the Internet and an intranet, and transmits and receives data to and from an external communication device.
[0067]
2.6. Hardware configuration of support information database computer 25
Next, the hardware configuration of the support information database computer 25 will be described with reference to FIG. The support information database computer 25 includes a CPU C5, a memory M5, a hard disk H5, a keyboard K5, a mouse P5, a display D5, a CD-ROM drive R5, and a communication board N5.
[0068]
The CPU C5 performs a process based on the support information database program recorded on the hard disk H5. The memory M5 provides a work area for the CPU C5. The hard disk H5 records and holds an operating system (OS), other applications such as a support information database computer program, and a support information database DB5.
[0069]
Keyboard K5 and mouse P5 accept external commands. The display D5 displays an image such as a user interface. The CD-ROM drive R5 reads data from the CD-ROM, such as reading the support information database computer program and other application programs from the CD-ROM CR5 in which the support information database computer program is recorded. The communication board N5 has a communication circuit connected to the Internet and an intranet, and transmits and receives data to and from an external communication device.
[0070]
2.7. Hardware configuration of search result information database computer 26
Next, the hardware configuration of the search result information database computer 26 will be described with reference to FIG. The search result database computer 26 includes a CPU C6, a memory M6, a hard disk H6, a keyboard K6, a mouse P6, a display D6, a CD-ROM drive R6, and a communication board N6.
[0071]
The CPU C6 performs processing based on the search result database computer program recorded on the hard disk H6. The memory M6 provides a work area for the CPU C6. The hard disk H6 records and holds an operating system (OS), other applications such as a search result database computer program, and a search result database DB6.
[0072]
Keyboard K6 and mouse P6 accept external commands. The display D6 displays an image such as a user interface. The CD-ROM drive R6 reads data from the CD-ROM, such as reading a search result database computer program and other application programs from the CD-ROM CR6 in which the search result database computer program is recorded. The communication board N6 has a communication circuit connected to the Internet and an intranet, and transmits and receives data to and from an external communication device.
[0073]
2.8. Hardware configuration of terminal computer 27
FIG. 9 shows a hardware configuration of the terminal computer 27. The hardware configuration of the terminal computer 27 is the same as that of the search server 21 shown in FIG. The operation of each unit is the same as that of the search server 21.
[0074]
However, the CPU C7 performs a process based on the OS, the web browser program, and other applications recorded on the hard disk H7. The hard disk H7 records and holds the OS and various application programs. The CD-ROM drive R7 reads various programs from the CD-ROM CR7 in which the OS and various programs are recorded.
[0075]
2.9. Hardware configuration of support computer 28
FIG. 10 shows a hardware configuration of the support computer 28. The hardware configuration of the support computer 28 is the same as that of the terminal computer 27 shown in FIG. The operation of each unit is the same as that of the terminal computer 27.
[0076]
However, the CPU C8 performs a process based on the OS, the web browser program, and other applications recorded on the hard disk H8. The hard disk H8 records and holds the OS and various application programs. The CD-ROM drive R8 reads various programs from the CD-ROM CR8 in which the OS and various programs are recorded.
[0077]
3. Database
3.1. Data of the support information database computer 25
Next, the support information database DB5 recorded on the hard disk H5 of the support information database computer 25 will be described with reference to FIG. The support information database DB5 has a model name description area A53, a phenomenon description area A55, a phenomenon supplementary description area A57, a detailed description area A59, and a category description area A60.
[0078]
The model name description area A53 describes the name of the model that is the target of the support information to be provided. In the phenomenon description area A55, support information to be provided, for example, information on a trouble phenomenon or a new product is simply described. In the phenomenon supplementary description area A57, supplementary information related to the information described in the phenomenon description area A55 is described.
[0079]
In the detailed description area A59, detailed information on the information described in the phenomenon description area A55 is described.
[0080]
The category of the registered technical support information is described in the category description area A60. In the present embodiment, categories such as “technical information”, “operation method”, “product information”, and “specifications” are recorded in advance in association with each piece of technical support information.
[0081]
3.2. Data of search result database computer 26
The support information database DB6 recorded on the hard disk H6 of the search result information database computer 26 will be described with reference to FIG. The support information database DB6 has a search number description area A61, a category description area A62, an information number description area A63, an event description area A64, a search date and time description area A65, and a search user ID description area A66.
[0082]
In the search number description area A61, the number of the search performed this time is described. Note that the same search number is assigned to the support information extracted in one search.
[0083]
The category of the support information corresponding to the information number described in the information number description area A63 is described in the category description area A62. This category refers to the category description area A60 of the support information database DB5.
[0084]
The information number of the support information is described in the information number description area A63.
[0085]
The event description area A64 describes an event performed by the terminal operator with respect to the support information corresponding to each information number. “Search” described in the event description area A74 means that the support information is a target of the list search result information, but detailed contents are not browsed. On the other hand, “detailed reference” means that detailed contents have been browsed for the support information targeted for the list search result information.
[0086]
The search date and time description area A65 describes the date and time when the search was performed.
[0087]
The search user ID description area A66 describes the user ID of the user who performed the search. This user ID is extracted from search condition information (described later).
[0088]
4. flowchart
4.1 Operations of CPUs of Terminal Computer 27 and WWW Server 21 (1)
FIG. 13 shows the operations of the CPUC7 of the terminal computer 27 and the CPUC1 of the WWW server 21. An operator of the terminal computer 27 (hereinafter, referred to as a terminal operator) can obtain desired support information from the support information database DB5 when a trouble relating to a product or detailed information on the product is required. In this case, the terminal operator first makes an inquiry to the support information database DB5 as to whether or not the terminal has the corresponding support information. The terminal operator accesses the search page of the WWW server 21 using the terminal computer 27 used by the terminal operator.
[0089]
A search page as shown in FIG. 20 is displayed on the display D7 of the terminal computer 27 (see FIG. 9). The search page has a user ID description area A11, a keyword description area A12, and a search execution button B11. The terminal operator describes his / her user ID in the user ID description area A11, and describes a keyword related to desired support information in the keyword description area A12 (in FIG. 20, "@error" is described), and searches. The execute button B11 is selected with an input device such as the mouse P7.
[0090]
Thereby, the CPUC7 of the terminal computer 27 transmits search information indicating that the search is to be executed based on the keyword to the WWW server 21 connected to the search computer 22 (S71).
[0091]
When determining that the search information has been received (S31), the CPUC1 of the WWW server 21 extracts a user ID and a keyword from the search information (S32). Then, the extracted keyword is transmitted to the search computer 22 (S33).
[0092]
The CPUC2 of the search computer 22 performs a search process based on the keyword, and transmits the search result to the WWW server 21 as search result information.
[0093]
4.2 Operation of CPU of search computer 22 and search result information generation computer
Next, search processing performed by the CPUC2 of the search computer 22 and the CPUC3 of the search result information generation computer will be described with reference to FIG. When the CPUC2 acquires the search condition information including the user ID and the keyword from the WWW server 21 (S11), the CPUC2 determines whether or not the user can perform the support information search based on the user ID, that is, performs the user authentication. Perform (S12).
[0094]
Then, a search is performed on the database DB5 of the support information database computer 25 based on the keyword (S13). The support information extracted by the search is set as search result information (S14).
[0095]
FIG. 21 shows an example of the search result information. In the present embodiment, information is extracted by performing a similarity search for a keyword with respect to the data described in the phenomenon description area A55 and the phenomenon supplementary description area A57 in the support information database DB5. In FIG. 21, the description of the data described in the phenomenon description area A55, the phenomenon supplementary description area A57, and the detailed description area A59 in the database DB5 is omitted.
[0096]
The received search condition information and the generated search result information are transmitted to the search result information generation computer 23 (S15).
[0097]
The CPUC2 generates list search result information on the search result information (S16). The generation of the list search result information is performed based on the data described in the model name description area A53, the phenomenon description area A55, and the phenomenon supplementary description area A57, which form part of the database DB5.
[0098]
Here, an example of display display based on the generated list search result information is shown in FIG. On the display, “model name”, “phenomenon”, and “phenomenon supplement” are displayed in a list format. The data described in the model name description area A53 is described in “model name”, the data described in the phenomenon description area A55 is described in “phenomenon”, and the phenomenon supplement description area A59 is described in “phenomenon supplement”. Are described respectively.
[0099]
In the “model name”, a link that can request transmission of detailed information of the support information corresponding to the model name is formed. That is, when the terminal user selects a model name using the mouse P7 or the like, detailed support information on the selected model name can be confirmed.
[0100]
CPUC2 transmits the generated list search result information to WWW server 21 (S17).
[0101]
The CPU C3 of the search result information generation computer 23 determines whether the search result information has been obtained (S41). Further, it is determined whether or not the event information has been received (S42). The event information will be described later.
[0102]
The CPUC3 generates extended search result information based on the search condition information, the search result information, and the event information (S43). The CPUC3 extracts the user ID from the search condition information and the “category” and “information number” from the search result information. Further, the CPUC3 adds the extracted “category” and “information number” to the date and time of the search and the event performed by the terminal operator for the support information corresponding to each information number extracted from the event information, and expands the information. Generate search result information.
[0103]
FIG. 23 shows an example of the generated extended search result information. At this stage, “search” is described in the event description area A74. The "search" described in the event description area A74 means that the support information is a target of the list search result information, but the detailed content is not browsed.
[0104]
Then, the generated extended search result information is transmitted to the search result database computer 26 (S44).
[0105]
4.3 Operations of Terminal CPU 27 and CPUs of WWW Server 21 (2)
Returning to FIG. 13, when determining that the list search result information has been received (S34), the CPUC1 of the WWW server 21 transmits the list search result information to the terminal computer 27 (S35).
[0106]
When determining that the list search result information has been received (S72), the CPUC7 of the terminal computer 27 displays the list search result information on the display D7 (S73). The display D7 displays list search result information as shown in FIG.
[0107]
When the terminal operator selects one of the model names using the mouse P7 or the like, the CPUC7 of the terminal computer 27 sends request information for requesting transmission of detailed support information corresponding to the model name to the WWW server. 21 (S74).
[0108]
Upon receiving the request information (S36), the CPUC1 of the WWW server 21 transmits the request information to the search computer 22 (S37).
[0109]
4.4 Description of Operation of CPUC2 in Search Computer 22
Next, the support information transmission process performed by the CPU C2 of the search computer 22 will be described with reference to FIG. When determining that the request information has been obtained from the WWW server 21 (S21), the CPU extracts the corresponding support information from the database DB5 (S23). CPUC2 transmits the extracted support information to WWW server 23 (S25).
[0110]
Further, the obtained request information is transmitted to the search result database computer 26 (S27).
[0111]
4.5 Operation of each CPU of terminal computer 27 and WWW server 21 (3)
Referring to FIG. 16, when the CPUC1 of the WWW server 21 determines that the support information has been received (S38), the CPUC1 transmits the support information to the terminal computer 27 (S39).
[0112]
When determining that the support information has been received (S75), the CPU C7 of the terminal computer 27 displays the support information on the display D7 (S76). FIG. 24 shows an example of the support information displayed on the display.
[0113]
4.6 Operation of CPUC2 of Search Result Database Computer 26 (1)
The process of registering the extended search result information in the search result database DB6 performed by the CPU C6 of the search result database computer 26 will be described with reference to FIG. When determining that the extended search result information has been acquired (S61), the CPUC 6 registers the extended search result information in the search result database DB6 (S62).
[0114]
When it is determined in step S27 in FIG. 13 that the request information has been acquired from the search computer 22 (S63), the information in the event description area of the support information corresponding to the request information is changed from “search” to “detailed reference” ( S64). An example of this change is shown in FIG. Note that the same search number is assigned to the support information extracted in one search. In FIG. 25, it means that the support information of the information numbers 0000001, 0000020, 0000125, 0000400, and 00000456 has been extracted in the 100th search. The search result database DB6 shown in FIG. 25 shows a case where the details of the support information corresponding to the information number "0000125" are requested in the extended search result information shown in FIG. Therefore, the information of the event description area corresponding to the information number "0000125" is described as "detailed reference" (the other information remains "search" as before).
[0115]
4.7. Operation of CPUC8 of support terminal computer 28
Next, the operation of the CPU C8 of the support terminal computer 28 will be described with reference to FIG. The support staff who is the user of the support terminal computer 28 obtains the user ID of the user from the user of the terminal computer 27 who wants to receive a solution to the current trouble. Then, the support staff accesses the history search condition information input screen using the support terminal computer 28.
[0116]
The CPU C8 of the support terminal computer 28 downloads the history search condition information input screen from the WWW server 21 and displays it on the display D8 (S81). Here, an example of the history search information input screen displayed on the display D8 of the support terminal computer 28 is shown in FIG.
[0117]
The history search information input screen includes a support staff user ID description area A15 for describing the user ID of the support staff, a history search user ID description area A16 for describing the user ID of the user who wants to search the history, and a history search execution button B12. Have. The support staff describes his / her user ID in the support staff user ID description area A15 and the user ID of the user who wants to refer to the history in the history search user ID description area A16, and presses the history search execution button B13 with the mouse P7 or the like. Select with the input device.
[0118]
When the CPUC8 of the support terminal computer 28 determines that the history search execution button B13 is selected (S83), the history search condition information indicating that the history of the user who wants to view the history is requested to the WWW server 21 is displayed. It is transmitted (S85).
[0119]
4.8. Operation (2) of CPUC2 of search result database computer 26
When acquiring the history search condition information from the support terminal computer 28, the WWW server 21 transmits the information to the search result database computer 26.
[0120]
Returning to FIG. 17, when determining that the history search condition information has been acquired (S65), the CPU C6 of the search result database computer 26 acquires a user ID of a user who intends to perform a history search from the information. Then, authentication is performed to determine whether the user is a user who can perform a history search (S66).
[0121]
When determining that the user is a user who can perform a history search, the CPU C6 acquires the user ID of the user who wants to refer to the history from the history search condition information. Then, the extended search result information corresponding to the user ID is extracted from the search result database DB6 (S67).
[0122]
The extracted extended search result information is transmitted to the analysis computer 24 (S68).
[0123]
4.9. Operation of CPUC4 of analysis computer 24
The processing performed by the CPU C4 of the analysis computer 24 will be described with reference to FIG. The CPU C4 of the analysis computer 24 determines whether or not the extended search result information has been obtained (S51). When it is determined that the extended search result information has been acquired, the acquired extended search result information is classified based on a predetermined condition (S52). In the present embodiment, classification is performed based on the category and the search date and time.
[0124]
Further, in the support information corresponding to the information number of the acquired extended search result information, information described in the phenomenon description area A55 (see FIG. 11) of the support information is obtained from the support information database DB5 (S53). Then, a summary of the information described in the acquired phenomenon description area A55 is extracted for each classification described above. The summary is not limited to the summary generated based on the phenomenon description area A55.
[0125]
Such extraction is performed for each classification, and further, analysis information is generated based on the obtained extended search result information (S54). FIG. 27 shows an example of the generated analysis information.
[0126]
The CPU C4 of the analysis computer 24 analyzes a search tendency of the user based on the analysis information (S56). This analysis is performed as follows.
[0127]
For example, when the same category and the same summary are searched a plurality of times, it is analyzed that the user has a strong interest in the support information related to the summary. In the example of FIG. 27, “category A” is searched a plurality of times on the same day. Also, “xx” is searched a plurality of times on the same day. Therefore, the CPUC4 determines that the user who has performed the search as shown in FIG. 27 has "a strong interest in the case of xx in the category A".
[0128]
Also, if you search for information on the same category and the same summary many times after the date and time, or if you do not refer to the details in detail after the search, it is necessary to obtain definitive information on the summary. To analyze. Taking FIG. 27 as an example, the category A and xx are searched many times with the date and time opened. Therefore, the CPUC4 determines that "the user has not obtained definitive information regarding xx for category A" for the user who has performed the search as shown in FIG.
[0129]
The CPUC4 generates comment information based on such information analysis (S56). The generation of comment information is performed as follows.
[0130]
For the comment, a keyword (hereinafter referred to as comment keyword information) is registered in the hard disk H4 of the analysis computer 24 in advance. Then, by combining these comment keyword information at the time of comment generation, the search tendency is expressed in an easy-to-understand manner.
[0131]
For example, the comment keyword information is divided into groups for each character string so that it becomes an arbitrary comment after it is generated, and we are strongly interested in the following: Group 1: Category A / Category B / Group 2: I need information about /, but it seems like I haven't found it yet.
[0132]
At the time of comment generation, the CPUC4 acquires a corresponding character string from group 1, group 2, or the like based on the analysis information. Taking the classification information in FIG. 27 as an example, CPUC4 needs information on "category A" from group 1, "I have a strong interest in the ..." It seems that has not been found yet. "
[0133]
The CPU C4 generates history information based on the extended search result information and the comment information acquired in step S51 (S57). FIG. 28 shows an example of the generated history information. In FIG. 28, the number of the support information described as “detailed reference” in the event description area A64 in the extended search result information is described in the “viewed information number” column, classified by search date and time. ing. The comment information is also displayed on the same screen.
[0134]
In this way, by displaying the support information whose detailed contents have already been viewed, the support personnel can quickly determine what information the user has acquired.
[0135]
Also, by displaying the comment information, the support staff can quickly judge the tendency of the user who has requested the support. In addition, the extended search result information allows the user to quickly and accurately know what information the user has already acquired. Therefore, the support staff can provide support to the user accurately and in a short time.
[0136]
[Other embodiments]
In the above-described embodiment, the information generation system 1 is used by a WWW server 21, a search computer 22, which is a search device, a search result information generation computer 23, an analysis computer 24, a support information database 25, a search result database 26, and an engineer. A terminal computer 27 as a communication terminal and a support terminal computer 28 used by support personnel are provided.
[0137]
However, these computers may be integrated based on their functions. For example, the search computer 22 and the search result information generation computer 23 may be integrated to form one computer.
[0138]
In the above-described embodiment, the analysis information is generated for each user based on the category and the search date. However, the generation of the analysis information is not limited to this. For example, analysis information for analyzing the overall search tendency of the search computer 22 may be generated.
[0139]
This case will be described with reference to FIG. The information described in the event information description area A64 is extracted from the extended search result information stored in the search result database DB6 (see FIG. 12), and the transition of the number of search cases is listed. A user who intends to perform the history search (hereinafter, referred to as a user) searches for necessary information by designating a period, a category, and the like to be a history search as history search condition information at the time of listing. Restrict. Further, the target may be specified by information such as a searcher, a model, and a model group.
[0140]
FIG. 29A is an example in which information described as "search" in the event information description area A64 is extracted, the transition of the number of searches is listed, and analysis information is generated. FIG. 29B is an example in which information described as “detailed reference” in the event information description area A64 is extracted, and the transition of the number of searches is listed to generate analysis information. FIG. 29C shows comment information generated based on FIGS. 29A and 29B.
[0141]
Here, a comment generation method will be described. As in the above-described embodiment, the comment keyword information is divided into groups for each character string so as to be an arbitrary comment after generation. Group 1: Search number / Reference number /, Group 2: Almost the same / Large increase / Slight increase / Large decrease / Slight decrease / No, Group 3: In the future / In the future / Continuing, Group 4: Increase is expected / Decrease is expected / Register if monitoring is necessary / similar.
[0142]
If the event is “search” as in the case of FIG. 29A, the CPU C4 acquires “the number of searches” from the group 1. Next, if the number of cases per day has increased significantly during the period set by the user in advance, the CPU C4 acquires “increased greatly” from Group 2.
[0143]
Next, the CPU C4 determines a change in the number of searches. Then, if the CPUC 4 determines that the number of cases is continuing to increase, it obtains “from now on” from group 3 and “probably increase from group 4”.
[0144]
The comment information generated in this manner is "the number of searches has increased significantly and is expected to increase in the future as well."
[0145]
If the CPUC 4 determines that the increasing tendency has leveled off immediately within the set period, it obtains “future” from group 3 and “monitoring required” from group 4.
[0146]
In this case, the generated comment information is "The number of searches has increased significantly, and monitoring is required in the future."
[0147]
Further, in listing, it is possible to specify information in which the number of searches is rapidly increasing, information in which the number of searches is constantly high, information in which the number of searches is reduced, and the like. According to the specified items specified in the history search condition information, the number of searches during the target period is divided into preset categories, and the number of searches for each period is automatically compared to create a list. Displays the number of top items set for each specified item on the user's terminal.
[0148]
This allows the user to understand what information the searcher needs for the stored information, what information will be searched more in the future, and what information is less necessary. Thus, the content of necessary information can be enhanced and related information can be expanded, and the database resources can be made effective by simplifying the information of low necessity.
[Brief description of the drawings]
FIG. 1 is a diagram showing an outline of an information generation system according to the present invention.
FIG. 2 is a diagram illustrating a hardware configuration of the information generation system in FIG. 1;
FIG. 3 is a diagram showing a hardware configuration of a WWW server 21 in FIG.
4 is a diagram showing a hardware configuration of a search computer 22 in FIG.
FIG. 5 is a diagram showing a hardware configuration of a search result information generation computer 23 in FIG.
FIG. 6 is a diagram showing a hardware configuration of an analysis computer 24 in FIG.
FIG. 7 is a diagram showing a hardware configuration of a support information database computer 25 in FIG.
8 is a diagram showing a hardware configuration of a search result database computer 26 in FIG.
9 is a diagram showing a hardware configuration of a terminal computer 27 in FIG.
FIG. 10 is a diagram showing a hardware configuration of a support computer 28 in FIG.
FIG. 11 is a diagram showing an example of a support information database DB5.
FIG. 12 is a diagram showing an example of a search result information database DB6.
FIG. 13 is a flowchart showing processing of the WWW server 21 and the terminal computer 27.
FIG. 14 is a flowchart showing a process performed by a search computer 22 and a search result information generation computer 23.
FIG. 15 is a flowchart showing processing of the search computer 22.
FIG. 16 is a flowchart showing processing of the WWW server 21 and the terminal computer 27.
FIG. 17 is a flowchart showing processing of a search result database computer 26.
FIG. 18 is a flowchart showing processing of the support terminal computer 28.
FIG. 19 is a flowchart showing processing of the analysis computer 24.
FIG. 20 is a diagram showing an input screen for search condition information.
FIG. 21 is a diagram showing an example of search result information.
FIG. 22 is a diagram showing an example of list search result information.
FIG. 23 is a diagram showing an example of extended search result information.
FIG. 24 is a diagram showing a display screen of detailed support information.
FIG. 25 is a diagram showing an example of a search result database DB6.
FIG. 26 is a diagram illustrating an example of an input screen of history search condition information.
FIG. 27 is a diagram illustrating an example of classification information.
FIG. 28 is a diagram illustrating an example of history information.
FIG. 29 is a diagram showing another form of analysis information and comment information.
FIG. 30 is a diagram for explaining a conventional technique.
[Explanation of symbols]
21 WWW server
22 ····· Search computer
23 ···· Search result information generation computer
24 ... Analysis computer
25 ... Technical support information database computer
26 ........ Search result database computer
26 ... Terminal computer
28 Support computer

Claims (13)

In an information generation system in which a communication device, a search device, and an information generation device are connected to be able to exchange information with each other,
The search device,
Get search condition information,
Generate search result information based on the obtained search condition information,
Transmit the generated search result information to the communication device and the information generating device that transmitted the search condition information,
The information generation device, the problem is that around it obtains search result information from the search device,
Acquiring attribute information associated with predetermined information corresponding to the obtained search result information from an information storage unit in which the predetermined information is stored;
From the communication device that has obtained the search result information, to obtain event information indicating the type of request for the search result information,
Based on the acquired attribute information, event information and search result information, generate extended search result information,
Record the generated extended search result information in the search result information storage unit,
The communication device,
Send search condition information indicating conditions for information search,
When obtaining the search result information corresponding to the search condition information, transmitting event information corresponding to the search result information;
An information generation system characterized by the following. In the information generation system according to claim 1,
The information generation system further includes another communication device,
The other communication device,
Send history search condition information,
The information generating device further includes:
Acquiring the history search condition information,
Based on the acquired history search condition information, analyze the extended search result information stored in the search result information storage unit to generate analysis information,
Based on the analysis information generated by the analysis information generation means, to generate comment information on the analysis information,
An information generation system characterized by the following. Get search result information that is the result of a search based on search condition information,
Acquiring attribute information associated with predetermined information corresponding to the obtained search result information from an information storage unit in which the predetermined information is stored;
Based on the acquired attribute information and the search result information, generate the extended search result information,
Recording the generated extended search result information in the search result information storage unit;
An information generation device characterized by the above-mentioned. In an information generating program for causing a computer to execute as a search result information providing device,
To the computer,
Get search result information that is the result of a search based on search condition information,
Acquiring attribute information associated with predetermined information corresponding to the obtained search result information from an information storage unit in which the predetermined information is stored;
Based on the acquired attribute information and the search result information, generate the extended search result information,
Recording the generated extended search result information in the search result information storage unit;
Information generation program for executing A recording medium on which the information generation program according to claim 4 is recorded. Get search result information that is the result of a search based on search condition information,
Acquires event information indicating the type of request for the search result information,
Based on the acquired event information and the search result information, to generate the extended search result information,
Recording the generated extended search result information in the search result information storage unit;
An information generation device characterized by the above-mentioned. In an information generating program for causing a computer to execute as a search result information providing device,
To the computer,
Get search result information that is the result of a search based on search condition information,
Acquires event information indicating the type of request for the search result information,
Based on the acquired event information and the search result information, to generate the extended search result information,
Recording the generated extended search result information in the search result information storage unit;
Information generation program for executing A recording medium on which the information generation program according to claim 7 is recorded. In the information generation device according to claim 3, the program according to claim 4, or the recording medium according to claim 5,
When generating extended search result information based on the generated search result information,
Acquires event information indicating the type of request for the search result information,
Based on the acquired event information, attribute information and the search result information, to generate the extended search result information,
Characterized by: An information generating apparatus, an information generating program, and a recording medium storing the information generating program according to claim 3,
Analyzing the extended search result information stored in the search result information storage unit based on the analysis condition information to generate analysis information,
Based on the analysis information generated by the analysis information generation means, to generate comment information on the analysis information,
Characterized by: An information generation device according to claim 3, an information generation program, and a recording medium on which the information generation program is recorded.
The information generating device further includes:
Get history search condition information,
Based on the acquired history search condition information, analyze the extended search result information stored in the search result information storage unit to generate analysis information,
Based on the analysis information generated by the analysis information generation means, to generate comment information on the analysis information,
Characterized by: The communication device is
Send search condition information indicating conditions for information search,
The search device is
Get search condition information,
Generate search result information based on the obtained search condition information,
Transmit the generated search result information to the communication device and the information generating device that transmitted the search condition information,
The information generation device,
Acquiring search result information from the search device,
Acquiring attribute information associated with predetermined information corresponding to the obtained search result information from an information storage unit in which the predetermined information is stored;
The communication device,
When the search result information corresponding to the search condition information is obtained, event information corresponding to the search result information is transmitted,
The information generation device,
Acquiring event information indicating the type of request for the search result information,
Based on the acquired attribute information, event information and search result information, generate extended search result information,
Recording the generated extended search result information in the search result information storage unit;
An information generation method characterized by the following. Get search result information that is the result of a search based on search condition information,
Acquiring attribute information associated with predetermined information corresponding to the obtained search result information from an information storage unit in which the predetermined information is stored;
Based on the acquired attribute information and the search result information, generate the extended search result information,
Recording the generated extended search result information in the search result information storage unit;
An information generation method characterized by the following.

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