| 摘要 |
<p>PROBLEM TO BE SOLVED: To resolve the problem that it is necessary for a user to inquire of a service provider at each time in a conventional help desk service because the service provider and the user are apt to disagree abut an incident (question right count) or a count criterion. SOLUTION: A system for management of help desk services receives a question of the user with an electronic mail and returns an answer mail and is provided with an answer analysis system 3 which preliminarily analyzes answer information to evaluate and decide the validity and an answer disclosing system 5 which discloses cases, for which services have been provided till then, by users, and the answer analysis system 3 extracts the main point of a question sentence and selects a question division and extracts the summary of an answer sentence and refers to answer criterions corresponding to the main point and the division and a common answer criterion to discriminate the answer sentence and sends back it to a person in charge in the case the answer sentence doesn't meet the criterions and delivers the case to the answer disclosing system 5 in the case the answer sentence meets the criterions, and the answer disclosing system 5 converts it to HTML-from information and registers it in a DB for case disclosure and returns case information, of which the disclosure is requested, to a user terminal 1.</p> |
