| 摘要 |
<p><P>PROBLEM TO BE SOLVED: To provide an online support system in which a user system and a supporter system shares the same screen and which efficiently solves the problem. <P>SOLUTION: When a question for reading FAQ (frequently asked question) of a tool which a tool server 28 has is received from the user system 1, the online support system 2 reads supporter corresponding transition probability of a user from a user profile DB 24-2. When probability is high, a candidate in charge of support is selected in a calling order, and a request in charge of supporter correspondence is informed. The online support system 2 decides the candidate in charge of support in the highest calling order, who notifies that support is possible, as a person in charge of support. When a request of a supporter is received from the user system 1, it is informed to the person in charge of support, and the screen of the same tool is displayed on the user system 1 and a supporter system 3. <P>COPYRIGHT: (C)2004,JPO</p> |
