| 摘要 |
<p><P>PROBLEM TO BE SOLVED: To enhance a knowledge database according to a content of calling and to clarify the business management by checking the relevance of a content stored in the knowledge database. <P>SOLUTION: A call job outsourcing server 2 searches a first knowledge database (FAQ-DBA 20) on the basis of the report information received from a call center server 1, generates the information on the search result when the search is successful, and sends it to the call center server 1. When the search is not successful, the server searches a second knowledge database (FAQ-DBB 30) on the basis of the received report information, and when the search is successful, the result of the search is written to the first knowledge database (FAQ-DBA 20 and FAQ-DB 10). <P>COPYRIGHT: (C)2007,JPO&INPIT</p> |
