JP7661756B2 - Information processing device, information processing method, and program - Google Patents

Description

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

Many companies post FAQs (Frequently Asked Questions) on their company web pages, where customers can search and view information that lists questions and answers organized by needs, case studies, etc. (hereafter referred to as question and answer information). Meanwhile, having customers use FAQs can reduce the amount of inquiries at contact centers and improve customer satisfaction, so companies strive to provide FAQs that make it easy for customers to obtain the information they are looking for.

When a customer wants to check information about a product or service provided by a company, they will likely first use a device such as a PC (personal computer) or smartphone to access the company's website and view web pages such as product introduction pages or service introduction pages. If the customer can obtain the necessary information by viewing the web page, they will be able to solve the problem without using the FAQ.

However, generally, the amount of information posted on a web page is huge, and it can be difficult for customers to obtain the information they need in a short amount of time. Also, the detailed matters that interest individual customers may not be listed on the product or service introduction page. In such cases, customers will search the FAQs based on the questions or problems they have.

A common and widely used method for searching FAQs is, for example, to search for question and answer information that meets search criteria from FAQs posted on a dedicated web page on a website. In addition, there is also a method in which, for example, when a customer asks a question to a chatbot, information that represents the answer to that question is searched for from the FAQ and displayed as the answer from the chatbot. However, with these methods, it is difficult to obtain all of the information necessary to solve a problem at once, and it is necessary to search the web page again based on the information searched for from the FAQ.

On the other hand, if all the information expected to be necessary to solve the customer's problem were presented to the customer, the information presented to the customer would become complicated, and the convenience of being able to obtain the necessary information in a short amount of time would be lost.

Patent Document 1 discloses a technology that displays question and answer information that matches a customer's usage history from when the customer starts accessing the site until when the customer requests the display of question and answer information, in order of similarity.

Patent No. 6520513

However, because the technology disclosed in Patent Document 1 focuses on usage history from when a customer starts accessing a site until they make a request to display question and answer information, it does not necessarily obtain question and answer information related to the problem or interest the customer wants to solve. This is because it is entirely possible that the problem or interest the customer wants to solve may change while they are using a website. For this reason, the usage history of a website may actually become noise when searching for question and answer information. Furthermore, Patent Document 1 does not specifically disclose which part of the series of usage history contributes to the search for accurate question and answer information.

On the other hand, even if useful information is provided to customers through FAQ searches, it is likely that customers will use that information as a reference and continue to search and view web pages related to that information to gather more detailed information. In this case, customers will need to repeatedly switch screens between the web page containing the FAQ and other web pages, which is extremely cumbersome.

One embodiment of the present invention has been made in consideration of the above points, and aims to efficiently search FAQs and browse web pages.

In order to achieve the above object, an information processing device according to one embodiment is an information processing device connected to a terminal used by a user via a communication network, and has an FAQ storage unit that stores FAQ information in association with a detail page, which is a web page on which detailed information related to the FAQ information is posted, and a display unit that, when a display of FAQ information is requested from the terminal, displays on the terminal the FAQ information associated with a detail page belonging to a lower hierarchical level of the web page being displayed by the terminal at the time of the request, based on the hierarchical structure of a website composed of multiple web pages.

You can efficiently search FAQs and browse web pages.

FIG. 2 is a diagram illustrating an example of a hardware configuration of an FAQ presentation device according to the present embodiment. 2 is a diagram illustrating an example of a functional configuration of an FAQ presentation device according to the present embodiment. FIG. FIG. 1 is a diagram illustrating an example of a site map. FIG. 13 is a diagram illustrating an example of a menu list screen. FIG. 13 is a diagram illustrating an example of an item list screen. FIG. 13 is a diagram showing an example of a heading list screen. FIG. 13 illustrates an example of an inverted index storage unit. FIG. 10 is a diagram illustrating an example of a FAQ database. FIG. 4 is a diagram illustrating an example of a URL database. FIG. 13 is a diagram showing an example of a FAQ display screen. FIG. 13 is a diagram showing an example of a FAQ search result screen. 10 is a flowchart illustrating an example of an FAQ presentation process according to the embodiment.

One embodiment of the present invention will be described below. In this embodiment, the FAQ presentation device 10 is described, which is intended for cases where FAQs are posted on a dedicated web page of a website, and allows users to efficiently search for FAQs and browse web pages without the hassle of repeatedly switching between the web page on which the FAQs are posted and other web pages.

As described above, it is quite possible that the problems that customers want to solve or the matters of interest (i.e., the information that customers are looking for) may change while using a website. In contrast, it is considered that the information that customers are looking for is often related to the information posted on the web page that the customer is viewing at the time when the customer feels that they want to use FAQs. Based on the premise that "the information that customers are looking for is often related to the information posted on the web page that the customer is viewing at the time when the customer feels that they want to use FAQs," the FAQ presentation device 10 of this embodiment realizes efficient FAQ searches using the site map of the website and efficient screen transitions from the FAQ search results to other web pages.

<Hardware configuration of the FAQ presentation device 10>
First, a hardware configuration of the FAQ presentation device 10 according to the present embodiment will be described with reference to Fig. 1. Fig. 1 is a diagram showing an example of a hardware configuration of the FAQ presentation device 10 according to the present embodiment.

As shown in FIG. 1, the FAQ presentation device 10 according to this embodiment is realized by a general computer (information processing device) or computer system (information processing system), and has an input device 101, a display device 102, an external I/F 103, a communication I/F 104, a processor 105, and a memory device 106. Each of these pieces of hardware is connected to each other so as to be able to communicate with each other via a bus 107.

The input device 101 is, for example, a keyboard, a mouse, a touch panel, etc. The display device 102 is, for example, a display, etc. Note that the FAQ presentation device 10 does not necessarily have to have at least one of the input device 101 and the display device 102.

The external I/F 103 is an interface with an external device such as a recording medium 103a. The FAQ presentation device 10 can read and write data from and to the recording medium 103a via the external I/F 103. Examples of the recording medium 103a include a CD (Compact Disc), a DVD (Digital Versatile Disk), a SD memory card (Secure Digital memory card), and a USB (Universal Serial Bus) memory card.

The communication I/F 104 is an interface for connecting the FAQ presentation device 10 to a communication network. The processor 105 is, for example, various types of arithmetic devices such as a CPU (Central Processing Unit) or a GPU (Graphics Processing Unit). The memory device 106 is, for example, various types of storage devices such as a HDD (Hard Disk Drive), an SSD (Solid State Drive), a RAM (Random Access Memory), a ROM (Read Only Memory), and a flash memory.

The FAQ presentation device 10 according to this embodiment has the hardware configuration shown in FIG. 1, and can realize the FAQ presentation process described below. Note that the hardware configuration shown in FIG. 1 is an example, and the FAQ presentation device 10 may have other hardware configurations. For example, the FAQ presentation device 10 may have multiple processors 105, or multiple memory devices 106.

<Functional configuration of the FAQ presentation device 10>
Next, a functional configuration of the FAQ presentation device 10 according to the present embodiment will be described with reference to Fig. 2. Fig. 2 is a diagram showing an example of a functional configuration of the FAQ presentation device 10 according to the present embodiment.

As shown in FIG. 2, the FAQ presentation device 10 according to this embodiment has an FAQ search unit 201, an FAQ display unit 202, and an FAQ/Web page linking unit 203. Each of these units is realized by a process in which one or more programs installed in the FAQ presentation device 10 are executed by the processor 105.

The FAQ presentation device 10 according to this embodiment also has a transposed index storage unit 204, a FAQ database 205, and a URL database 206. These are realized, for example, by the memory device 106. However, at least one of the transposed index storage unit 204, the FAQ database 205, and the URL database 206 may be realized by a storage device or the like connected to the FAQ presentation device 10 via a communication network.

The FAQ search unit 201 searches the transposed index information stored in the transposed index storage unit 204 based on a search query specified on a terminal (e.g., a PC or smartphone equipped with a web browser, hereinafter also referred to as a user terminal) used by a customer (hereinafter also referred to as a user terminal), and identifies FAQs (question and answer information) corresponding to the search query. The FAQ search unit 201 then refers to the FAQ database 205, ranks the identified FAQs in an arbitrary manner, and then sorts them taking into account the site map and the web page the user was viewing immediately before, to obtain the search results.

In this embodiment, the FAQs are ranked using an arbitrary ranking method, and then sorted in the FAQ database 205 columns "menu", "item", and "heading". At this time, FAQs related to the "menu" and "item" of the web page that the user was viewing immediately before viewing the FAQ are displayed at the top, and FAQs related to other "menus" and other "items" are displayed in separate areas to distinguish them. Note that "menu", "item", and "heading" are information for hierarchically organizing web pages on a website, and will be described in detail later.

Note that ranking methods include, for example, ranking based on evaluation indices (priorities) such as the BM25 score for morphemes and phrases, or the cosine similarity for sentence vectors, but any other ranking method may also be used.

The FAQ display unit 202 displays the FAQs obtained as a search result of the FAQ search unit 201 on a screen (hereinafter also referred to as the FAQ search result screen).

In response to a request from a user terminal viewing a web page, the FAQ/web page linking unit 203 displays a screen (hereinafter also referred to as an FAQ display screen) on which FAQs corresponding to the web page are posted. In addition, in response to a request from a user terminal viewing an FAQ display screen or an FAQ search result screen, the FAQ/web page linking unit 203 displays a web page corresponding to an FAQ related to a "menu" or "item" selected by the user on the FAQ display screen or the FAQ search result screen.

The transposed index storage unit 204 stores the transposed index information used to search the FAQ. Details of the transposed index storage unit 204 will be described later.

The FAQ database 205 stores FAQs (question and answer information) that associate questions and answers with the page IDs, menus, items, headings, etc. of the corresponding web pages. Details of the FAQ database 205 will be described later.

The URL database 206 stores URL information including the URL of each web page. Details of the URL database 206 will be described later.

Although not shown in FIG. 1, the FAQ presentation device 10 also has various functional units necessary to function as a web server.

<Site Map 300>
An example of a site map 300 of a website will now be described with reference to Fig. 3. Fig. 3 is a diagram showing an example of the site map 300.

As shown in Figure 3, a website is made up of multiple levels. For example, the first level is the top page, and directly below that are the second level, with web pages corresponding to "Menu 1" through "Menu M." Here, M is a predetermined integer.

Furthermore, for menu i (where 1≦i≦M), there are _Ni items, and for the Web page of menu i, there are Web pages corresponding to "item 1" to "item _Ni " in the third hierarchical level, where _Ni is a predetermined integer.

In addition, for item j (where 1≦j≦N _i ) of menu i, there are L _ij detail links corresponding to each of the “headings” described below, and at the fourth level there are web pages corresponding to each of “detail link 1” to “detail link L _ij .”

In this way, a website is composed of a hierarchical structure of web pages and is represented as a site map 300. Note that, in this embodiment, the site map 300 shown in Fig. 3 is assumed, but this is only one example, and it goes without saying that this embodiment can be applied to any site map 300. For example, the above M, N _i , L _ij , etc. can take any integer value of 0 or more, and the number of levels is not limited to four, but can be any number less than four or greater than five.

Each web page is written in HTML (Hyper Text Markup Language) or the like, and in this case, menus, items, and headings are defined by HTML tags. However, this is just one example, and any description language used to write web pages (e.g., XHTML, CSS, etc.) may be used.

In the example shown in FIG. 3, detail links exist directly below each item, and these detail links correspond to the headings, but for example, headings may exist directly below each item, and these headings may correspond to detail links.

<Menu list screen 400>
Next, an example of the menu list screen 400, which is the top page, will be described with reference to Fig. 4. Fig. 4 is a diagram showing an example of the menu list screen 400.

When the user presses the FAQ link 401 on the menu list screen 400 shown in FIG. 4, an FAQ display screen listing FAQs related to all menus (i.e., FAQs related to all items directly under all menus) is displayed on the user terminal. Also, when the user presses a menu button ("Menu 1" button to "Menu M" button), an item list screen corresponding to that menu button is displayed on the user terminal. For example, when the "Menu 1" button 402 is pressed, an item list screen corresponding to this "Menu 1" button 402 is displayed on the user terminal. The item list screen is a screen that displays a list of the items directly under the corresponding menu on the site map 300.

<Item List Screen 500>
Next, an example of an item list screen 500 displayed on the user terminal when the "Menu 1" button 402 is pressed on the menu list screen 400 shown in Fig. 4 will be described with reference to Fig. 5. Fig. 5 is a diagram showing an example of the item list screen 500.

When the user presses the FAQ link 501 on the item list screen 500 shown in Fig. 5, an FAQ display screen listing FAQs related to all items directly under "Menu 1" is displayed on the user terminal. When the user presses each item button ("Item 1" button to "Item N ₁ " button), a heading list screen corresponding to the item button is displayed on the user terminal. For example, when the "Item 1" button 502 is pressed, a heading list screen corresponding to this "Item 1" button 502 is displayed on the user terminal. The heading list screen is a screen that displays each detailed link directly under the item in question on the site map 300 and its heading.

<Headline List Screen 600>
Next, an example of a headline list screen 600 displayed on the user terminal when the "Item 1" button 502 is pressed on the item list screen 500 shown in Fig. 5 will be described with reference to Fig. 6. Fig. 6 is a diagram showing an example of the headline list screen 600.

In the headline list screen 600 shown in FIG. 6, headlines, text related to the headline, and detail links are associated with each other. A headline is a title related to certain information or a word or phrase that succinctly expresses the information, and text is a character string that expresses an overview or summary of the information. A detail link is a link (hyperlink) to a web page that contains details about the information.

When a user presses an FAQ link 601 on the heading list screen 600 shown in Fig. 6, an FAQ display screen listing FAQs related to the headings corresponding to all of the detailed links immediately under "item 1" is displayed on the user terminal. Also, when a user presses each detailed link ("detailed link 1" to "detailed link _L11 "), a web page listing detailed information on the heading corresponding to the detailed link is displayed.

In this embodiment, each FAQ (question and answer information) corresponds to a web page (hereinafter also referred to as a detailed information page) that is a detailed link destination corresponding to the heading, and the web page can correspond to multiple FAQs. In other words, one detailed information page corresponds to one FAQ, and one detailed information page corresponds to one or more FAQs. Note that this can also be said as one heading corresponds to one FAQ, and one heading corresponds to one or more FAQs.

In addition, when a certain FAQ corresponds to a certain detailed information page, this means that the FAQ is question and answer information that represents questions and answers regarding the information posted on the detailed information page (or questions and answers related to the information posted on the detailed information page).

<Transposed Index Storage Unit 204>
Next, the transposed index storage unit 204 will be described with reference to Fig. 7. Fig. 7 is a diagram showing an example of the transposed index storage unit 204.

As shown in FIG. 7, the transposed index storage unit 204 stores one or more pieces of transposed index information 700, and each piece of transposed index information 700 includes a word-ID 701, a word 702, and a FAQ-ID 703. The word 702 is a morpheme, word, phrase, etc. included in the search query. The word-ID 701 is an ID (identification information) that uniquely identifies the morpheme, word, phrase, etc. represented by the word 702. The FAQ-ID 703 is an ID (identification information) that uniquely identifies an FAQ (question and answer information) stored in the FAQ database 205 described later.

As a result, the FAQ search unit 201 can search for transposed index information that has, as Word 702, morphemes, words, and phrases contained in a search query (e.g., a word, a sentence, etc.) specified on the user terminal, and identify the FAQ from the FAQ-ID 703 of this transposed index information.

<FAQ Database 205>
Next, the FAQ database 205 will be described with reference to Fig. 8. Fig. 8 is a diagram showing an example of the FAQ database 205.

As shown in FIG. 8, the FAQ database 205 stores one or more FAQs (question and answer information) 800, and each FAQ 800 includes an FAQ-ID 801, a question 802, an answer 803, a page ID 804, a menu 805, an item 806, and a heading 807.

FAQ-ID 801 is an ID (identification information) that uniquely identifies FAQ (question and answer information) 800. Question 802 is a question about information published on a certain detailed information page (or a question related to that information). Answer 803 is the answer to that question. Page ID 804 is an ID (identification information) that uniquely identifies that detailed information page. Heading 807 is a heading that corresponds to that detailed information page. Item 806 is the item to which the heading belongs (i.e., an item that has the heading directly below it). Menu 805 is the menu to which the item belongs (i.e., a menu that has the item directly below it).

This enables the FAQ search unit 201 to refer to or obtain an FAQ that has the same FAQ-ID 801 as the FAQ-ID 702 identified by searching the transposed index information.

As mentioned above, multiple FAQs may correspond to one detailed information page. Therefore, some of the multiple FAQs (question and answer information) may have the same page ID 804 (if the page ID 804 is the same, the menu 805, item 806, and heading 807 will naturally also be the same).

<URL database 206>
Next, the URL database 206 will be described with reference to Fig. 9. Fig. 9 is a diagram showing an example of the URL database 206.

As shown in FIG. 9, the URL database 206 stores one or more pieces of URL information 900, and each piece of URL information 900 includes a page ID 901 and a page URL 902.

Page ID 901 is an ID (identification information) that uniquely identifies the detailed information page. Page URL 902 is the URL (Uniform Resource Locator) of the detailed information page.

As a result, when an FAQ is selected on the FAQ display screen or the FAQ search results screen, the FAQ/Web page linking unit 203 can transition to a detailed information page corresponding to the FAQ, for example.

<FAQ display screen 1000>
Next, an example of a FAQ display screen 1000 displayed on a user terminal when the FAQ link 401 is pressed on the menu list screen 400 shown in Fig. 4 will be described with reference to Fig. 10. Fig. 10 is a diagram showing an example of the FAQ display screen 1000.

In the FAQ display screen 1000 shown in FIG. 10, FAQs related to all menus (that is, FAQs related to all items directly under all headings) are displayed in a list. That is, as shown in FIG. 10, for menu 1 and item 1, one or more FAQs (questions and answers) corresponding to heading 1 to heading _L11 are displayed in a list. Similarly, for menu 1 and item 2, one or more FAQs corresponding to each heading are displayed. The same is true for other menus and items. That is, in the FAQ display screen 1000 shown in FIG. 10, one or more FAQs corresponding to each of L _ij headings related to menu i (where 1≦i≦M) and item j (1≦j≦N _i ) are displayed in a list. Note that when a FAQ is selected by the user from the list of FAQs, a detailed information page corresponding to the selected FAQ is displayed on the user terminal.

When the user presses the web page link 1001 on the FAQ display screen 1000 shown in FIG. 10, the item list screen 500 shown in FIG. 5 is displayed on the user terminal. Similarly, when the user presses the web page link 1002 on the FAQ display screen 1000 shown in FIG. 10, the headline list screen 600 shown in FIG. 6 is displayed on the user terminal.

In this way, when an FAQ link is pressed on a certain Web page, the FAQ display screen 1000 displays (i.e., presents to the user) a list of FAQs corresponding to headings present in a hierarchy lower than the Web page on the site map 300. For example, when an FAQ link is pressed on the item list screen 500 related to menu i, the FAQ display screen 1000 displays, for each item j (where 1≦j≦N _i ) directly under the menu i, one or more FAQs corresponding to each of the L _ij headings related to the item j in the menu i in a list. Similarly, for example, when an FAQ link is pressed on the heading list screen 600 related to menu i and item j, the FAQ display screen 1000 displays, for each of the L _ij headings related to the item j of the menu i, one or more FAQs corresponding to the heading in a list.

<FAQ search result screen 1100>
Here, it is assumed that the user presses the FAQ link on the heading list screen 600 related to menu 1 and item 2 to display the FAQ display screen 1000, and then a search is performed on the FAQs displayed in a list on the FAQ display screen 1000. An example of an FAQ search result screen 1100 displayed on the user terminal in this case will be described with reference to FIG. 11. FIG. 11 is a diagram showing an example of the FAQ search result screen 1100. Note that when searching for an FAQ, a search query is specified on the user terminal, and this search query may be specified, for example, on a subwindow of the FAQ display screen 1000, or may be specified by any other method.

The FAQ search result screen 1100 shown in FIG. 11 shows a case where a search result includes FAQs (question and answer information) corresponding to "heading 3" of menu 1 and item 2. As described above, the search results are ranked by an arbitrary ranking method and then sorted in the order of "menu", "item", and "heading", with FAQs related to the "menu" and "item" of the web page that was previously viewed (i.e., "menu 1" and "item 2" in the example shown in FIG. 11) being displayed at the top, and FAQs related to other "menus" and other "items" being displayed in separate areas for distinction.

For this reason, in the FAQ search result screen 1100 shown in FIG. 11, among the FAQs included in the search results, the FAQs corresponding to "heading 3" of menu 1 and item 2 are displayed in the top display area 1101. Also, in the FAQ search result screen 1100 shown in FIG. 11, among the FAQs included in the search results, the FAQs corresponding to the headings of the same menu 1 but items other than item 2 are displayed in the display area 1102. Also, in the FAQ search result screen 1100 shown in FIG. 11, among the FAQs included in the search results, the FAQs corresponding to the headings of menu items other than menu 1 are displayed in the display area 1103. At this time, in each of the display areas 1101 to 1103, the FAQs are displayed in the order ranked by the ranking method. Note that when a user selects an FAQ from the FAQs displayed in the display areas 1101 to 1103, a detailed information page corresponding to the selected FAQ is displayed on the user terminal.

As a result, FAQs related to the web page that the user was viewing immediately before are presented to the user with priority, taking into account the site map of the web site. However, for example, if the search results do not include FAQs related to the web page that the user was viewing immediately before, only ranking may be performed and the above sorting may not be performed.

Furthermore, the FAQ search result screen 1100 shown in FIG. 11 includes a web page link 1104 to an item list screen 500 related to menu 1, and a web page link 1105 to a heading list screen 600 related to menu 1 and item 2. When the user presses the web page link 1104, the item list screen 500 related to menu 1 is displayed on the user terminal. Similarly, when the user presses the web page link 1105, the heading list screen 600 related to menu 1 and item 2 is displayed on the user terminal. Note that the display area 1102 also includes a web page link to the heading list screen 600 related to the corresponding item of menu 1. Similarly, the display area 1103 also includes a web page link to the item list screen 500 related to the corresponding menu, and a web page link to the heading list screen 600 related to the corresponding menu and the corresponding item.

<FAQ presentation process>
Next, a flow of an example of the FAQ presentation process according to this embodiment will be described with reference to Fig. 12. Fig. 12 is a flowchart showing an example of the FAQ presentation process according to this embodiment.

The user terminal browses web pages (menu list screen 400, item list screen 500, heading list screen 600, detailed information page, etc.) within the website and transitions between web pages (step S101). In the following, it is assumed that an FAQ link is pressed within a web page among the menu list screen 400, item list screen 500, and heading list screen 600, and an FAQ display screen 1000 is displayed on the user terminal.

When a search is started in the FAQ display screen 1000 (YES in step S102), a search query is specified on the user terminal, and the FAQ search unit 201 searches the transposed index information stored in the transposed index storage unit 204 based on the search query, and identifies the FAQ corresponding to the search query (step S103). Then, the FAQ search unit 201 refers to the FAQ database 205 (step S104) and sorts the FAQs identified in the above step S103 in the order of evaluation index (priority), menu, item, and heading (step S105). Then, the FAQ display unit 202 displays the FAQ search result screen 1100 including the FAQs sorted in the above step S105 as search results on the user terminal (step S106). At this time, the FAQs related to the "menus" and "items" of the Web page that was viewed immediately before are displayed at the top, and the FAQs related to other "menus" and other "items" are displayed in a different area.

When the user refers to a detailed information page corresponding to a FAQ (YES in step S107), the FAQ is selected on the user terminal, and the FAQ/Web page linking unit 203 acquires a page ID corresponding to the FAQ (step S108). The FAQ/Web page linking unit 203 may refer to the FAQ database 205 to acquire a page ID 804 corresponding to the FAQ-ID 801 of the FAQ.

Then, the FAQ/Web page linking unit 203 refers to the URL database 206 to obtain a page URL 902 corresponding to the page ID 901 that is the same as the page ID obtained in step S108 above, and displays the Web page (detailed information page) indicated by this page URL 902 on the user terminal (step S109). In this case, the process returns to step S101.

On the other hand, if the user does not refer to the detailed information page corresponding to the FAQ (NO in step S107), and continues searching within the FAQ display screen 1000 (YES in step S110), the process returns to step S103.

In addition, if a search is not started within the FAQ display screen 1000 (NO in step S102), and no webpages are viewed within the website or screen transitions between webpages are performed (NO in step S111), the FAQ presentation process ends. On the other hand, if browsing of webpages within the website or screen transitions between webpages are performed continuously (YES in step S111), the process returns to step S101.

The present invention is not limited to the specifically disclosed embodiments above, and various modifications, changes, and combinations with known technologies are possible without departing from the scope of the claims.

10 FAQ presentation device 101 Input device 102 Display device 103 External I/F
103a Recording medium 104 Communication I/F
105 Processor 106 Memory device 107 Bus 201 FAQ search unit 202 FAQ display unit 203 FAQ/Web page link unit 204 Transposed index storage unit 205 FAQ database 206 URL database

Claims (8)

An information processing device connected to a terminal used by a user via a communication network,
an FAQ storage unit that stores FAQ information and a detail page, which is a web page on which detailed information related to the FAQ information is posted, in association with each other;
a display unit that displays on the terminal a first FAQ screen in which FAQ information associated with a detail page belonging to a lower hierarchy than the web page being displayed by the terminal at the time of the request is displayed, based on a hierarchical structure of a website composed of a plurality of web pages, when the display of FAQ information is requested from the terminal;
An information processing device having the above configuration. a search unit that searches for FAQ information that satisfies a search query from the FAQ information stored in the FAQ storage unit ;
The display unit is
The information processing device according to claim 1 , further comprising: displaying, on the terminal, a second FAQ screen on which FAQ information satisfying the search query is displayed . The search unit is
ranking the FAQ information satisfying the search query using a predetermined ranking method, and then sorting the FAQ information based on the hierarchical structure ;
The display unit is
The information processing apparatus according to claim 2 , wherein the second FAQ screen on which the sorted FAQ information is displayed is displayed on the terminal. The display unit is
The information processing device of claim 3, wherein the second FAQ screen is displayed on the terminal, in which FAQ information that satisfies the search query and that is associated with a detail page that belongs to a lower hierarchy than the web page displayed by the terminal at the time of the request is displayed in a differentiated manner from the remaining FAQ information. a URL storage unit that stores URL information of the details page;
The display unit is
An information processing device as described in any one of claims 2 to 4, wherein when FAQ information is selected by a user on the first FAQ screen or the second FAQ screen , URL information of a details page corresponding to the selected FAQ information is obtained from the URL memory unit, and the details page indicated by the obtained URL information is displayed on the terminal. An information processing device as described in any one of claims 2 to 5, wherein the first FAQ screen and the second FAQ screen display a link for transitioning to a web page displayed by the terminal at the time of the request, and , if the web page displayed by the terminal at the time of the request does not belong to the topmost hierarchy, a link for transitioning to a web page belonging to a higher hierarchy than the web page displayed by the terminal at the time of the request. An information processing device connected to a terminal used by a user via a communication network, the information processing device having an FAQ storage unit that stores FAQ information in association with a detail page that is a web page on which detailed information related to the FAQ information is posted,
a display step of displaying on the terminal, when a display of FAQ information is requested from the terminal, a first FAQ screen on the terminal, the first FAQ screen displaying FAQ information associated with a detail page belonging to a lower hierarchy than the web page being displayed by the terminal at the time of the request, based on a hierarchical structure of a website composed of a plurality of web pages;
An information processing method for performing the above. An information processing device connected to a terminal used by a user via a communication network, the information processing device having an FAQ storage unit that stores FAQ information in association with a detail page that is a web page on which detailed information related to the FAQ information is posted,
a display step of displaying on the terminal, when a display of FAQ information is requested from the terminal, a first FAQ screen on the terminal, the first FAQ screen displaying FAQ information associated with a detail page belonging to a lower hierarchy than the web page being displayed by the terminal at the time of the request, based on a hierarchical structure of a website composed of a plurality of web pages;
A program that executes the following.

Images