| 摘要 |
<p><P>PROBLEM TO BE SOLVED: To improve the efficiency and real-time property of a helpdesk business by automatically forming an answer text to a question from a customer and making a person in charge answer the question as occasion demands. <P>SOLUTION: This system comprises a server 2. The server 2 comprises a dangerous word check means 2b for detecting whether a dangerous word is included in a question text q or not in reference to a dangerous word database; a person-in-charge intervention determination means 2d for calling a helpdesk operator terminal 7 to make the terminal intervene, when the inclusion of the dangerous word in the question text is detected, and when it is detected that the total point of questioning information given by a questioning check means 2c is a prescribed point or more; and an answer text formation means 2g for extracting and forming the answer test to the question text in reference to an answer text database when the intervention of the helpdesk operator terminal is not performed by the intervention determination means. <P>COPYRIGHT: (C)2004,JPO</p> |
