JP2016099708A - Server, terminal device, answer support system, answer support method, and control program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an answer support system that supports an input of an appropriate answer without losing efficiency.SOLUTION: In an answer support system, when an input of a comment from a first user is received (S0), the comment is transferred to a server 100 together with information for identifying the first user (S1). The server can access a memory device 100A in which one or more templates for generating an answer and information for specifying a user that is a past transmission destination of an answer are stored in association with each other; and retrieves a template by using both the information for specifying the first user and feature information which is obtained from the comment (S2). The retrieved template is displayed as a candidate of a template for an answer to the comment (S3 to S5). When an input of additional information to the displayed template is received from a second user (S6-1), the answer to the comment is generated on the server on the basis of the template and additional information (S7).SELECTED DRAWING: Figure 5

Description

  The present disclosure relates to a server, a terminal device, an answer support system, an answer support method, and a control program, and in particular, a server and a terminal device included in a message exchange system, an answer support system that is the system, and an answer support in the system The present invention relates to a method and a control program for each apparatus.

  Messages may be exchanged between a user and a service provider on a company product site or a service provision website. The message exchange is, for example, an exchange of a comment or question from the user and an answer to the user from the service providing side.

  With regard to such a technique for exchanging messages, Japanese Patent Laid-Open No. 2005-190100 (hereinafter referred to as Patent Document 1) and Japanese Patent Laid-Open No. 2008-23497 (hereinafter referred to as Patent Document 2) store past responses in a database. A technique for searching a database using a comment or question from a user as a search condition and extracting a corresponding answer is disclosed.

JP-A-2005-190100 JP 2008-23497A

  However, on the service provider side, if the past answers are used as they are, there may be a general and monotonous answer or an obvious mechanical answer. On the other hand, if the person in charge reads all comments and questions and creates an answer, the efficiency decreases.

  Therefore, the present disclosure aims to provide a server that supports input of an appropriate answer without impairing efficiency. Moreover, this indication aims at providing the terminal device which supports the input of a suitable answer, without impairing efficiency. Moreover, this indication aims at providing the reply assistance system which assists the input of a suitable reply, without impairing efficiency. Moreover, this indication aims at providing the reply assistance method which supports the input of a suitable reply, without impairing efficiency. Moreover, this indication aims at providing the control program which supports the input of a suitable answer, without impairing efficiency.

  According to the present embodiment, the server can communicate with the terminal device and the input device. The server includes a first memory for storing one or more templates for use in generating an answer in association with information for identifying a user who is a past destination of the answer, and inputting a comment from the terminal device. A first input means for accepting, a search means for searching for a template from the first memory using information specifying a user of the terminal device and feature information obtained from the comment, and 1 obtained by the search Display processing means for executing a process of displaying two or more templates on the input device as template candidates used for generating a reply to the comment, and information from the input device to the template displayed on the input device Second input means for accepting an input, one template of one or more templates, and one template For generating a response to the comment using the information input by the second input unit, and for transferring the response to the comment generated by the generation unit to the terminal device Transfer means.

  Preferably, the display processing unit executes processing for displaying the information included in the template and the information input to the template by the second input unit in different modes on the input device.

  Preferably, the template includes an area for inputting information specifying a user of the terminal device and / or a character string obtained from a comment. The display processing means includes third input means for inputting information specifying the user of the terminal device and / or a character string obtained from the comment in the area of the template obtained by the search. The display processing means automatically inputs information to the template obtained by the search by the third input means, and displays it as a candidate for a template for answering a comment on the input device.

  More preferably, the server further comprises a second memory for storing text information to be added to the template in association with the keyword. A 3rd input means inputs the text information linked | related with the keyword contained in the comment among the text information memorize | stored in the 2nd memory to the template obtained by the search.

  Preferably, the search means searches for a template other than the template used for the answer that has already been transmitted to the user of the terminal device, out of the one or more templates searched by the feature information in the first memory.

  According to another embodiment, the terminal device can communicate with the server. This terminal device responds to a comment with a first display processing means for performing processing for displaying a comment from another terminal device received from the server on a display and one or more templates received from the server. A second display processing means for performing a process of displaying on a display as a template candidate used for generating a template, and an input of information to the template displayed on the display of one or more templates 1st input means and 2nd input means for receiving the input of the instruction | indication which transfers the reply to the comment produced | generated using one template of one or more templates to a terminal device . When input of information is received by the first input means with respect to at least one template of one or more templates, the second display processing means is in a state in which the above information is input to at least one template. On the display.

  According to another embodiment, the terminal device can communicate with the server. The terminal device includes: a first input unit for receiving an input of a comment based on a user operation; a transfer unit for transferring the comment to the server together with information for identifying a user of the terminal device; Second input means for receiving an input of an answer and display processing means for performing a process of displaying the answer in association with a comment are provided.

  According to another embodiment, the answer support system includes a server, a first input means for receiving an input of a comment from a user, and one or more templates for use in generating an answer in the past. Memory for storing in association with information specifying the user who is the destination, second input means for receiving input of information for inputting to the template from the user of another device, and input from the user First transmission means for transmitting a comment to the server together with information identifying the user, search means for retrieving a template from the memory using information identifying the user and characteristic information obtained from the comment, Display one or more templates from the search as templates used to generate answers to comments Display processing means for executing processing, second transmission means for transmitting information to be input to the displayed template, which has received input from a user of another device, and one or more A generating unit for generating an answer to the comment using one of the templates and information received from the user for the one template, and the comment generated by the generating unit Display processing means for executing a process of displaying the above answer in association with a comment on another apparatus.

  According to another embodiment, the answer support method is a method of supporting an answer by the second user in response to a comment from the first user by the server. The server is accessible to a memory for storing one or more templates for use in generating answers in association with information identifying a user that is a past destination of answers. This method includes a step of receiving an input of a comment from a first user, a step of transferring the comment to a server together with information specifying the first user, and a feature obtained from the information specifying the first user and the comment Searching for a template from memory using information, displaying one or more templates obtained by the search as candidates for a template used to generate an answer to a comment, and from a second user Receiving an input of information for inputting into the displayed template, transferring information for inputting into the displayed template received from the second user to the server, and one or more of One of the templates and a second user for one template Generating an answer to the comment using the received information, and displaying the answer to the comment generated in the generating step on the device used by the second user in association with the comment; Is provided.

  According to another embodiment, the control program is a program that causes a computer to execute processing that supports an answer by a second user in response to a comment from the first user. The computer has access to a memory for storing one or more templates for use in generating an answer in association with information identifying a user that is a past destination of the answer. This program accepts an input of a comment from a first user together with information identifying the first user, and information identifying the user of the terminal device and feature information obtained from the comment from the memory. A step of searching for a template, a step of displaying one or more templates obtained by the search as candidates for a template used for generating an answer to a comment, and a template displayed by a second user are input. An answer to a comment using a step of receiving input of information for the user, one template of one or more templates, and information received from a second user for one template And the answer to the comment generated in the generating step, And a step of transferring to a device used by the second user.

  According to another embodiment, the control program is a program that causes a computer to execute processing that supports an answer by a second user in response to a comment from the first user. The program displays a comment from a first user on a display on a computer, and accepts input of one or more templates as candidates for a template used to generate an answer to the comment from a server; Displaying one or more templates on a display as candidates for a template used to generate an answer to a comment; receiving an input of information to the template displayed on the display from a second user; A step of displaying a template in which information is input on a display; and a step of receiving an instruction from a second user to transfer an answer to a comment generated using the template to a device used by the first user And execute.

  According to another embodiment, the control program is a program that causes a computer to execute a process of inputting a comment that requires an answer. The program includes a step of accepting an input of a comment from a user, a step of transmitting the comment to the server together with information for identifying the user, a step of accepting an input of an answer to the comment from the server, and an answer to the comment. And displaying on the display in association with the comment.

  According to this disclosure, input of an appropriate answer is supported without impairing efficiency.

It is a figure which shows an example of a structure of the reply assistance system (henceforth only a system) concerning embodiment. It is a block diagram which shows an example of the apparatus structure of the server contained in a system. It is a block diagram which shows an example of the apparatus structure of the terminal device contained in a system. It is a block diagram which shows an example of the apparatus structure of the administrator apparatus contained in a system. It is a figure showing the operation | movement outline | summary of a system. It is a figure showing an example of user information. It is a figure showing an example of comment information. It is a figure showing an example of template information. It is a figure showing an example of the home screen of a terminal device. It is a figure showing an example of the screen for comment posting of a terminal device. It is a figure showing an example of the screen for reply input of an administrator apparatus. It is a figure showing an example of the screen for selecting the template used for the reply of an administrator apparatus. It is a figure showing an example of the home screen of a terminal device. It is a block diagram showing an example of a functional structure of a server. It is a block diagram showing an example of a functional structure of a terminal device. It is a block diagram showing an example of a functional structure of an administrator apparatus. It is a flowchart showing an example of the flow of operation | movement of a terminal device. It is a flowchart showing an example of the flow of operation of an administrator apparatus. It is a flowchart showing an example of the flow of operation | movement of a server. It is a figure showing an example (A) of additional information, and an example (B) of a template display. It is a figure showing an example (A) of additional information, an example (B) of a comment, and an example (C) of a template display.

  Embodiments of the present invention will be described below with reference to the drawings. In the following description, the same parts and components are denoted by the same reference numerals. Their names and functions are also the same. Therefore, these descriptions will not be repeated.

[First Embodiment]
<System configuration>
FIG. 1 is a diagram illustrating an example of a configuration of an answer support system (hereinafter also simply referred to as a system) according to a first embodiment. Referring to FIG. 1, the present system includes a server 100, terminal devices 300A, 300B, and 300C, and administrator devices 500A, 500B, and 500C. The terminal devices 300A, 300B, and 300C are collectively referred to as a terminal device 300. Administrator devices 500A, 500B, and 500C are also collectively referred to as administrator device 500.

  The server 100, the terminal device 300, and the administrator device 500 are connected via a network such as the Internet and can communicate with each other.

  This system is a system used for exchanging messages between a user and a service provider at a company product site or a service providing website. As an example, in the following description, it is assumed that the present system is used for exchanging messages between a user and a service provider on a website for supporting the growth of a living organism (for example, a plant) by the user.

  More specifically, the user of the terminal device 300 is growing a plant. The user transmits (posts) a message including a question to the server 100 using the terminal device 300. The user of the administrator device 500 is a staff on the service providing side. The user of the administrator device 500 transmits (posts) an answer to the above question to the server 100.

  The server 100 is composed of a general computer. The terminal device 300 is, for example, a terminal device called a smartphone or a terminal device called a tablet terminal. The administrator device 500 is also configured by a general computer.

  Server 100 is connected to memory device 100A. The memory device 100A may be a device independent of the server 100 illustrated in FIG. 1 or may be a device mounted on the server 100.

<Device configuration>
FIG. 2 is a block diagram illustrating an example of a device configuration of the server 100. As described above, the server 100 is configured by a general computer. For this reason, FIG. 2 shows a general computer configuration.

  Referring to FIG. 2, server 100 includes a CPU (Central Processing Unit) 10 for controlling the entire apparatus. Further, the server 100 includes a ROM (Read Only Memory) 11 for storing a program executed by the CPU 10, and a RAM (Random Access) for storing data when the CPU 10 executes the program and serving as a work area. Memory) 12 and HDD (Hard Disk Drive) 13 for storing various information. Furthermore, the server 100 includes a network controller 14 for controlling communication with other devices via the network, and a memory I / F 15 that is an interface for communicating with the memory device 100A.

  FIG. 3 is a block diagram illustrating an example of a device configuration of the terminal device 300. As described above, the terminal device 300 is a terminal device such as a smartphone. Therefore, FIG. 3 represents a configuration of a general terminal device.

  Referring to FIG. 3, terminal device 300 includes a CPU 30 for controlling the entire device. Furthermore, the terminal device 300 includes a ROM 31 for storing a program executed by the CPU 30 and a RAM 32 for storing data when the CPU 30 executes the program and serving as a work area. The terminal device 300 includes a camera 33, a network controller 34 for controlling communication with other devices via a network, and a touch panel 35.

  FIG. 4 is a block diagram illustrating an example of a device configuration of the administrator device 500. As described above, the administrator device 500 is configured by a general computer. Therefore, FIG. 4 also shows a general computer apparatus configuration.

  Referring to FIG. 4, administrator device 500 includes a CPU 50 for controlling the entire device. Further, the administrator device 500 stores a ROM 51 for storing a program executed by the CPU 50, a RAM 52 for storing data when the CPU 50 executes the program and a work area, and various information. HDD53 for this. The administrator device 500 includes a display 54, an input device 55 such as a keyboard, and a network controller 56 for controlling communication with other devices via a network.

<Overview of operation>
FIG. 5 is a diagram showing an outline of the operation of the present system. First, the user of the terminal device 300 registers user information, which is information for specifying the user, in the server 100. User information is stored in the memory device 100A.

  FIG. 6 is a diagram illustrating an example of user information. Referring to FIG. 6, user information includes a user ID (identification) that is identification information unique to the user, a user name, information (region) indicating a region where the plant is grown, and a plant that is being grown. Information to be shown (nurturing plant).

  The terminal device 300 is installed with an application for supporting plant growth (hereinafter also referred to as a support application). FIG. 9 is a diagram illustrating an example of the home screen when the user of the terminal device 300 activates the support application.

  Referring to FIG. 9, the home screen includes buttons 401 and 402. The button 401 is a button for displaying a registered plant cultivation record. The button 402 is a button for displaying a comment posting screen. The home screen in FIG. 9 is a screen that is displayed when the button 401 is pressed.

  Still referring to FIG. 9, the home screen further includes displays 405, 406, 407A, 407B,. A display 405 is a display representing the date and time and the elapsed period from the start of cultivation as information at the time of login. A display 406 is a display representing the weather, area, and temperature as current breeding environment information.

  Each of the displays 407A, 407B,... Includes a comment registered in the server 100 using a comment posting screen described later. Preferably, the display 407A, 407B,. In addition, the displays 407A, 407B,... Include flag displays 408A, 408B,... Indicating whether or not an answer to the comment is provided, and an avatar 415A indicating the user who made the posting.

  The displays 407A, 407B,... Are displayed in time series (new posting order or oldest order) on the home screen of FIG. Therefore, the user can confirm the posted comments in time series by scrolling (flicking etc.) the displays 407A, 407B,... In order, and can be used as a cultivation diary.

  The server 100 reads the user information of FIG. 6 registered with the server 100 by the user using the terminal device 300, and generates the home screen of FIG. Further, the server 100 acquires information from another device (for example, a server for providing weather data) at the timing of displaying the home screen such as when logging in, and generates the home screen of FIG. The server 100 stores in advance the format of the home screen including the button 401 and the like. The server 100 embeds information read from the user information or information acquired from another device in a home screen format to generate a display screen, and transfers the display screen to the terminal device 300.

  In addition, the process which produces | generates a display screen may be performed by the terminal device 300 side. That is, the terminal device 300 may store a screen format in advance. Alternatively, the terminal device 300 may acquire the format from the server 100. And the terminal device 300 produces | generates a display screen by acquiring required information from the server 100 and embedding it in this format. The same applies to the subsequent screens.

  FIG. 10 is a diagram illustrating an example of a comment posting screen displayed when the button 402 is pressed. When the button 402 is pressed on the home screen in FIG. 9, the home screen transitions to the posting screen in FIG.

  The comment refers to content that the user transmits to the provider of this service. Comments specifically refer to content that includes questions. The comment is content mainly composed of text, but may include a photo, a moving image, and sound.

  With reference to FIG. 10, the posting screen includes a button 409, a button group 410, a check box 411, and a button 412. A button 409 is a button for activating an application for photographing with the camera 33 and capturing a photographed image. The button group 410 is a button group for inputting a comment (question) in the comment input field. A check box 411 is a check box for designating whether or not an answer is necessary. The button 412 is a button for instructing transfer of comments to the server 100, that is, completion of posting.

  When the server 100 receives a comment from the terminal device 300, the server 100 stores the comment in the memory device 100A. As an example, the server 100 writes information related to the posted comments in the comment information in the list format stored in the memory device 100A.

  FIG. 7 is a diagram illustrating an example of comment information. With reference to FIG. 7, the comment information includes a comment ID that is identification information unique to the comment, a user ID (transmission source user ID) of the user of the terminal device 300 that has posted the comment, and a user ID of the destination user. (Destination user ID), the transmission date and time of the comment, information indicating the comment body or the storage location of the content that is the comment body, and information indicating whether or not an answer to the comment has been made.

  The memory device 100A further stores answer templates. As an example, template information in a list format is stored in the memory device 100A. FIG. 8 is a diagram illustrating an example of template information. Referring to FIG. 8, the template information includes an answer template ID that is identification information unique to the template, a user ID of a user who has transmitted an answer created using the template, and a comment that is answered using the template. It includes a comment ID, the number of times the template is used, feature information included in a comment answered using the template, and information indicating a template main body or a content storage location that is the template main body. The feature information refers to information representing at least a part of the feature of the comment. The feature information is, for example, a keyword included in a comment, a synonym of the keyword, a number representing these, a numerical value representing the entire comment (for example, a semantic vector), and a combination thereof. In the following description, it is assumed that the feature information is a keyword obtained from a comment, but the feature information is not limited to the keyword.

  Returning to FIG. 5, in this system, the user of the terminal device 300 inputs a comment (question) on the comment posting screen in FIG. 10 (step S <b> 0). The comment input to the terminal device 300 is transferred to the server 100 together with information specifying the user of the terminal device 300 (step S1). The information specifying the user of the terminal device 300 is, for example, the user name or login information of the user.

  The server 100 that has received an input of a comment from the terminal device 300 extracts a keyword from the comment. Then, the server 100 searches for a response template from the memory device 100A using the extracted keyword and the information specifying the user of the terminal device 300 transmitted together with the comment (step S2). Specifically, the server 100 extracts a template including the keyword extracted from the comment by comparing the keyword associated with each template registered in the template information with the keyword extracted from the comment. . Further, the server 100 extracts a template that has not been previously used as a reply to a comment from the user of the terminal device 300 from the extracted one or more templates.

  When the server 100 receives an input of a comment from the terminal device 300, the server 100 assigns a comment ID to the comment. Then, the server 100 writes the comment ID in the comment information of FIG. 7 together with the user ID of the user of the terminal device 300, the extracted keyword, and the like. At this time, the server 100 also writes information indicating that the reply to the comment has not been made yet in the comment information.

  The server 100 obtains a template candidate used for generating an answer to the comment from the terminal device 300 from the memory device 100A by the above search (step S3). The administrator device 500 acquires one or more templates obtained by the search by the server 100 from the server 100 together with information representing the content of the comment as candidates for a template for replying to the comment from the terminal device 300 (Step S100). S4). The administrator device 500 displays the template input from the server 100 on the display 54 as a template candidate for answering a comment from the terminal device 300 (step S5).

  The administrator device 500 is installed with an application for inputting a reply to a comment from the terminal device 300 (hereinafter also referred to as an answer application). A user of the administrator device 500 who is a staff on the service providing side starts the answer application. Then, on the display 54 of the administrator device 500, a list screen (not shown) of comments that require an answer is displayed as the home screen. FIG. 11 is a diagram illustrating an example of a screen for inputting an answer when the user of the administrator apparatus 500 selects a comment to be answered from the above-described comment list screen that requires an answer.

  Referring to FIG. 11, the answer input screen includes an area 601 and an area 602. An area 601 is an area for displaying a comment. An area 602 is an area for inputting an answer. In the area 601, the comment selected by the user of the administrator device 500 on the comment list screen that requires an answer is displayed. Preferably, information (for example, a flag) indicating whether or not an answer to the comment has already been made is displayed in area 601 together with the comment.

  Further, the area 602 includes an area 603, a button 604, an area 605, and a button 606. An area 603 is an area for displaying information related to the user who posted the comment. A button 604 is a button for displaying a screen for selecting a template candidate used for replying to the comment. An area 605 is an area for displaying the selected template and information added to the template. The button 606 is a button for instructing the server 100 to generate an answer and instructing the user of the terminal device 300 to present (reply) the generated answer.

  When the user of the administrator device 500 presses the button 604 on the answer input screen of FIG. 11, the screen of FIG. 11 transitions to a screen for selecting a template used to generate an answer. FIG. 12 is a diagram showing an example of a screen for selecting a template used for generating an answer.

  Referring to FIG. 12, the screen includes an area 607 and a button 608. An area 607 is an area for displaying one or more templates acquired from the server 100 by the administrator device 500 in step S4 as candidate templates for replying to comments from the terminal device 300. Preferably, region 607 displays the template with comments previously answered using the template. This makes it easier for the user of the administrator device 500 to select a template for replying to comments from the terminal device 300. A button 608 is a button for determining selection of a template.

  The user of the administrator device 500 selects a template to be used. For example, the user of the administrator device 500 checks a check box added to a template to be used among check boxes added to one or more templates displayed in the area 607. Thereafter, the user of the manager device 500 presses the button 608. Thereby, a template to be used is determined. As a result, the screen of FIG. 12 returns to the response input screen of FIG. Then, the selected template is displayed in the area 605 of the screen in FIG.

  The user of the administrator device 500 inputs information such as text using the input device 55 in a state where the answer input screen of FIG. 11 is displayed on the display 54. Thereby, the user of the administrator device 500 can add information such as text to the template displayed in the input area 605.

  Referring to FIG. 5, administrator device 500 receives information on a character string to be added and an instruction on a position to be added (input) from the user (step S <b> 6-1). Then, manager device 500 transfers information representing a character string and information representing a position to be added to server 100 as additional information (step S6-2). The server 100 that has received the additional information generates an answer in which the character string is added to the designated position of the selected template (step S7). Then, the server 100 passes the template after adding the information to the administrator device 500. As a result, the selected template is displayed in the area 605 of FIG. 11 with the character string input at the position designated by the user of the administrator device 500 added.

  Information added to the template is not limited to information input by the user of the administrator device 500 using the input device 55. As another example, the server 100 may automatically add a character string obtained from user information or a comment to a predetermined position of the selected template.

  In the template, an area for adding (inputting) information (character string) is defined as shown in FIG. In the example of FIG. 12, a tag such as “<N>” is included in the text. The tag <N> specifies that the area is an area to which a character string such as a user name is added.

  When the administrator device 500 selects the template, the server 100 analyzes the template. Then, the server 100 identifies an area to which a character string is added and its contents. As an example, the server 100 reads information such as a user name from the user information of the terminal device 300 stored in the memory device 100A, and inputs the information to a specified area of the selected template. Then, the server 100 passes the template after adding the information to the administrator device 500. As a result, the selected template is displayed in the area 605 of FIG. 11 with the user name “AAA AAAA” of the terminal device 300 added to the area represented by the tag “<N>”. .

  Preferably, the server 100 displays information (original information) included in the template registered in the memory device 100A and information added to the template on the administrator device 500 in different modes. FIG. 11 shows an example in which the user name “AAA AAAA”, which is added information, is displayed between <>.

  When the user of the administrator device 500 presses the button 606 on the response input screen in FIG. 11, the administrator device 500 instructs the server 100 to transmit a response. Upon receiving this instruction, the server 100 transfers the generated answer to the terminal device 300 in response to a request from the terminal device 300 (step S8). Thereby, the answer from the service providing side is displayed on the terminal device 300 (step S9).

  The server 100 adds the user ID of the user of the terminal device 300 that is the answer destination and the comment ID of the comment to be answered to the template information about the template used for generating the answer. Further, the server 100 increases the number of times the template is used in the template information for the template by one. Furthermore, the server 100 updates the information indicating whether or not an answer to the comment has been made, in the comment information regarding the comment from the terminal device 300, to the answer completed.

  FIG. 13 is a diagram illustrating an example of a home screen displayed after an answer is transferred from the server 100 to the terminal device 300. Referring to FIG. 13, when receiving an answer from server 100, terminal apparatus 300 adds display 416 of the answer to the home screen before receiving the answer and updates the home screen. At this time, the terminal device 300 displays the comment display 407B and the answer display 416 in association with each other on the home screen. Preferably, display 416 also includes an avatar 415B representing the service provider staff (user of administrator device 500) who made the answer. As an example, in FIG. 13, information is arranged from bottom to top in order from oldest to newest. As a result, the avatar 415B is displayed first (downward) and the avatar 415A is displayed next (upper) as time elapses on the timeline. Therefore, the terminal device 300 can sequentially display the question and the answer as if the user and the staff are interacting with each other.

  At this time, the terminal device 300 switches the flag display 408B in the display 407B for displaying the question from the display mode in a state where there is no answer to the display mode in which there is a response.

<Functional configuration>
FIG. 14 is a block diagram illustrating an example of a functional configuration of the server 100 for performing the above operation. Each function of FIG. 14 is mainly realized by the CPU 10 when the CPU 10 of the server 100 reads a program stored in the ROM 11 onto the RAM 12 and executes it. Note that at least a part of the functions may be realized by hardware of the server 100 shown in FIG. 2 or other hardware such as an electric circuit (not shown).

  Referring to FIG. 14, CPU 10 of server 100 includes a comment input unit 101, a search unit 102, and a display processing unit 103. The comment input unit 101 receives a comment input from the terminal device 300. The display processing unit 103 transfers one or more searched templates to the administrator device 500. As a result, the administrator device 500 displays the one or more templates as answer template candidates.

  The search unit 102 searches for an answer template. Specifically, the search unit 102 searches for a template from the memory device 100A using information specifying the user of the terminal device 300 transferred from the terminal device 300 together with the comment and a keyword obtained from the comment.

  The CPU 10 further includes a first information input unit 104. The first information input unit 104 receives input of information to be added to the template displayed on the administrator device 500 from the administrator device 500.

  CPU 10 further includes a generation unit 105, a transfer unit 106, and a registration unit 107. The generation unit 105 generates an answer. Specifically, the generation unit 105 replies to a comment using one of the searched one or more templates and information received by the first information input unit 104 for the one template. Is generated. The transfer unit 106 transfers the generated answer to the terminal device 300. The registration unit 107 registers comments and answers from the terminal device 300 in the memory device 100A.

  Preferably, the display processing unit 103 includes a second information input unit 108. The second information input unit 108 inputs information for identifying the user of the terminal device 300 in an area where template information obtained by the search in the search unit 102 is added. Then, the display processing unit 103 displays the template whose information is automatically input by the second information input unit 108 on the administrator device 500 as a candidate for a template for answering a comment.

  Preferably, the display processing unit 103 manages the information included in the template stored in the memory device 100A and the information received by the first information input unit 104 and input to the template in different modes. Displayed on the device 500 The display processing unit 103 may display the information input to the template by the second information input unit 108 on the administrator device 500 in a manner different from the information included in the template stored in the memory device 100A. Good.

  FIG. 15 is a block diagram showing an example of a functional configuration of the terminal device 300 for performing the above operation. Each function of FIG. 15 is mainly realized by the CPU 30 when the CPU 30 of the terminal device 300 reads a program stored in the ROM 31 onto the RAM 32 and executes the program. Note that at least some of the functions may be realized by hardware of the terminal device 300 shown in FIG. 3 or other hardware such as an electric circuit (not shown).

  Referring to FIG. 15, CPU 30 of terminal device 300 includes a comment input unit 301, a transfer unit 302, an answer input unit 303, and a display processing unit 304. The comment input unit 301 receives a comment input from the user based on a user operation on the touch panel 35. The transfer unit 302 transfers the input accepted comment to the server 100 together with information specifying the user of the terminal device 300. The answer input unit 303 receives an input of an answer to the comment from the server 100. The display processing unit 304 performs processing for displaying the answer input from the server 100 on the touch panel 35 in association with the comment.

  FIG. 16 is a block diagram illustrating an example of a functional configuration of the administrator device 500 for performing the above operation. Each function of FIG. 16 is mainly realized by the CPU 50 when the CPU 50 of the administrator device 500 reads the program stored in the ROM 51 onto the RAM 52 and executes it. Note that at least a part of the functions may be realized by hardware of the administrator device 500 shown in FIG. 4 or other hardware such as an electric circuit (not shown).

  Referring to FIG. 16, CPU 50 of administrator device 500 includes a comment input unit 501 and a first display processing unit 502. The comment input unit 501 receives an input of a comment from the server 100 by the user of the terminal device 300. The first display processing unit 502 performs processing for displaying the comment on the display 54.

  Further, the CPU 50 includes a template input unit 503 and a second display processing unit 504. The template input unit 503 receives input of one or more templates from the server 100 as candidate templates for answering the comment. The second display processing unit 504 performs processing for displaying the received template on the display 54.

  Further, the CPU 50 includes an information input unit 505, an instruction input unit 506, and a transfer unit 507. The information input unit 505 receives an input of information to a template displayed on the display 54 from one or more templates from the server 100 from an input device 55 such as a keyboard. The instruction input unit 506 receives an input of an instruction for transferring an answer to a comment answer to the terminal device 300 using one of the one or more templates from the server 100. The transfer unit 507 transfers the input information and the above instructions to the server 100.

  When the information input unit 505 receives information input from at least one of the one or more templates from the server 100, the second display processing unit 504 displays the template with the added information as the information. Is displayed on the display 54.

<Operation flow>
FIG. 17 is a flowchart showing an example of the operation flow of the terminal device 300. The operation shown in the flowchart of FIG. 17 is realized by the CPU 30 of the terminal device 300 reading out the program stored in the ROM 31 onto the RAM 32 and operating so as to realize each function of FIG.

  Referring to FIG. 17, CPU 30 of terminal device 300 activates the support application in accordance with the user instruction and displays the home screen of FIG. Specifically, the CPU 30 accesses the server 100, acquires display information on the home screen from the server 100, and displays the home screen in FIG. 9 based on the information.

  When the button 402 is pressed on the screen, the CPU 30 displays the comment posting screen shown in FIG. 10 on the touch panel 35. Again, the CPU 30 accesses the server 100, acquires display information of the comment posting screen from the server 100, and displays the comment posting screen of FIG. 10 based on the information. In this state, when a character input is received based on an operation signal from the touch panel 35, the check box 411 is checked and the button 412 is pressed, the CPU 30 determines that a comment has been input (YES in step S101). . CPU30 transmits the input comment to the server 100 with the information which identifies the user of the said terminal device 300 (step S103).

  On the other hand, when the button 401 is pressed on the comment posting screen in FIG. 10, the CPU 30 determines that the user has instructed browsing of comments or the like (YES in step S <b> 105), and displays the home screen in FIG. 9 on the touch panel 35. indicate. That is, the CPU 30 accesses the server 100, acquires display information on the home screen from the server 100, and displays the home screen in FIG. 9 based on the information.

  If an answer to the comment from the terminal device 300 is input from the server 100 (YES in step S107), the comment and the input answer are displayed in association with each other on the home screen (step S109). When the answer is not input from the server 100 (NO in step S107), the comment received by the terminal device 300 is displayed on the home screen (step S111). The display control in steps S107 to S111 may be performed on the server 100 side. In this case, the terminal device 300 performs display based on the display information acquired from the server 100, thereby displaying the above screen. Alternatively, the display control in steps S107 to S111 may be performed on the terminal device 300 side. In this case, the CPU 30 of the terminal device 300 generates home screen display information based on the information acquired from the server 100 and displays the home screen.

  FIG. 18 is a flowchart showing an example of the operation flow of the administrator device 500. The operation shown in the flowchart of FIG. 18 is realized by the CPU 50 of the administrator device 500 reading out the program stored in the ROM 51 onto the RAM 52 and operating so as to realize each function of FIG. .

  Referring to FIG. 18, when CPU 50 of administrator device 500 starts an answer application according to a user instruction, it displays a list screen (not shown) of comments that require an answer as a home screen. When the server 100 accepts an input of a comment that requires an answer from the terminal device 300 (YES in step S201), the CPU 50 acquires information on the comment from the server 100 and displays it on the list screen (step S203). .

  When the CPU 50 receives selection of a comment to be answered from the above-described comment list screen that requires an answer, the CPU 50 displays the answer input screen shown in FIG. When button 604 is pressed on this screen, CPU 50 determines that a candidate for an answer template has been requested by the user (YES in step S205). The CPU 50 requests the server 100 for answer template candidates from the server 100 (step S207).

  The CPU 50 accepts input of one or more templates as answer template candidates from the server 100 (step S209). Preferably, the CPU 50 also receives input of information to be added to the template from the server 100 (step S211).

  The CPU 50 displays the template input from the server 100 as an answer template candidate in the comment input screen area 605 in FIG. 11 (step S213). When the input of the information to be added is received from the server 100, the CPU 50 displays a template with the information added in the area 605 in step S213.

  In the answer input screen of FIG. 11, input of information from the input device 55 can be received from the user with respect to the template displayed in the area 605. When the input of information is accepted (YES in step S215), CPU 50 updates the display of the template in area 605 (step S217). In step S217, the CPU 50 passes the input information to the server 100, for example. Then, the CPU 50 receives the template with the information added from the server 100 and displays it in the area 605. Alternatively, in step S <b> 217, the CPU 50 adds information input to the template displayed in the area 605 and displays it in the area 605.

  When the button 606 is pressed on the answer input screen of FIG. 11, the CPU 50 determines that there is an answer instruction from the user of the administrator device 500 (YES in step S219). The CPU 50 instructs the server 100 to transmit a reply (step S221). If the CPU 50 receives an input of information to be added to the displayed template in step S215, the CPU 50 also transfers the information to the server 100.

  FIG. 19 is a flowchart showing an example of the operation flow of the server 100. The operation shown in the flowchart of FIG. 19 is realized by the CPU 10 of the server 100 reading out the program stored in the ROM 11 onto the RAM 12 and operating so as to realize each function of FIG.

  Referring to FIG. 19, when server 100 receives an input of a comment from terminal device 300 (YES in step S301), CPU 10 extracts a keyword from the comment (step S303). The CPU 10 searches for a template stored in the memory device 100A using the extracted keyword and information specifying the user of the terminal device 300 received from the terminal device 300 together with the comment in step S301 (step S305). ).

  The CPU 10 transmits one or more templates obtained by the search in step S305 to the administrator device 500 as candidate templates for answering the comment (step S307). Thereby, the one or more templates are displayed on the administrator device 500. At this time, the CPU 10 adds information identifying the user such as the user name of the terminal device 300 to a predetermined area in the template. In step S307, the CPU 10 transmits the template to which the above information is added to the administrator device 500 as a template candidate for answering the comment.

  The CPU 10 receives from the administrator device 500 an input of information to be added to the template displayed on the administrator device 500 and an instruction to reply to a comment (step S309). The CPU 10 generates an answer using the template displayed on the administrator device 500 (step S311). Then, the CPU 10 transfers the generated answer to the terminal device 300 (step S313).

  Note that during or after this series of operations, the CPU 10 performs a process of registering the comment received from the terminal device 300 in the comment information of the memory device 100A. In addition, the CPU 10 performs a process of updating the template information for the template used to generate the answer to the comment.

<Effect of the first embodiment>
By performing the above operation in the system according to the first embodiment, the user of the administrator device 500 who is a staff on the service providing side rather than inputting all the responses to the comments from the user of the terminal device 300. Efficient answers can be input efficiently. Furthermore, in this system, a template candidate used for an answer is extracted in consideration of a template used for a previous answer to the user of the terminal device 300 and user information such as a user name. By generating an answer using such a template, the service providing side can return an answer richer in originality than the answer generated mechanically to the user of the terminal device 300. Therefore, this system can support the input of an appropriate answer by the staff without impairing the efficiency of the staff on the service providing side.

[Second Embodiment]
In the first embodiment, the server 100 inputs information obtained from the user information of the user, such as the user name of the user of the terminal device 300, into the template. Information input to the template of the server 100 is not limited to information obtained from user information. In the system according to the second embodiment, the server 100 inputs information based on information obtained from another device into the template. The system configuration and hardware of each device according to the second embodiment are the same as the system configuration and hardware of each device according to the first embodiment. Therefore, those descriptions are not repeated.

  In the second embodiment, the server 100 can communicate with other servers (not shown). The other server is a server that provides information such as information on weather and climate. Then, the server 100 inputs information based on the information acquired from the server into the template and displays it on the administrator device 500.

  In the second embodiment, a character string to be added to a template associated with information from the server is registered in the memory device 100A. FIG. 20A is a diagram illustrating an example of additional information according to the second embodiment. Specifically, FIG. 20A shows an example of a character string added to a template registered in the memory device 100A in association with information from the server when the server is a server that provides information on weather. FIG. The character string to be added may be registered and changed by the user of the administrator device 500.

  The second information input unit 108 of the server 100 acquires the date and time of comment input at the terminal device 300 and the weather information in the region registered in the user information from the server. Then, the second information input unit 108 reads the character string associated with the acquired weather information from the memory device 100A with reference to the additional information of FIG. 20A registered in the memory device 100A. . The second information input unit 108 inputs the read character string at a position defined as a position to be input in advance in the template displayed on the administrator device 500.

  It is assumed that the second information input unit 108 acquires from the server that the local weather registered in the user information is “sunny” at the comment input date and time on the terminal device 300. Assume that the template displayed on the administrator device 500 is the template shown in FIG. As shown in FIG. 11, when the tag “<W>” in the text of the template is a specified input area, the display processing unit 103 converts the template of FIG. It is displayed in the area 605 of the screen for answer input. That is, the second information input unit 108 inputs the character string “Today is a good weather today” corresponding to “sunny” into the area defined by the tag <W> in the text of the template.

  By performing the above operations in the system according to the second embodiment, the service providing side can return a more original answer to the user of the terminal device 300 by using this system.

[Third Embodiment]
Furthermore, in the system according to the third embodiment, the server 100 inputs a character string obtained from the comment into the template. The configuration of the system according to the third embodiment and the hardware of each device are the same as the system configuration according to the first embodiment and the hardware of each device. Therefore, those descriptions are not repeated.

  In the third embodiment, a character string to be added to a template associated with a keyword is registered in the memory device 100A. FIG. 21A is a diagram illustrating an example of additional information (character string) in the third exemplary embodiment. The character string to be added may be registered and changed by the user of the administrator device 500.

  The second information input unit 108 of the server 100 extracts keywords from the comments from the terminal device 300. Then, the second information input unit 108 refers to the additional information of FIG. 21A registered in the memory device 100A, and extracts the extracted keyword or the character string associated with a part of the keyword. Read from the memory device 100A. The second information input unit 108 inputs the read character string into a predetermined area of the template displayed on the administrator device 500.

  For example, it is assumed that the comment from the terminal device 300 is the comment shown in FIG. That is, as illustrated in FIG. 21B, it is assumed that a comment including the keyword “dented” is transferred from the terminal device 300 to the server 100.

  In this case, the second information input unit 108 of the server 100 extracts the keyword from the comment. Then, the second information input unit 108 refers to the information in FIG. 21A, and reads the character string “Please cheer up” associated with the keyword from the memory device 100A.

  Assume that the template displayed on the administrator device 500 is the template shown in FIG. As shown in FIG. 11, when the tag “<W>” in the text of the template is a specified input area, the display processing unit 103 converts the template of FIG. It is displayed in the area 605 of the screen for answer input. That is, the second information input unit 108 inputs the character string “Please cheer me up” associated with the keyword “dented” into the area defined by the tag <W> in the text of the template.

  By performing the above operation in the system according to the second embodiment, the service providing side can return a more original answer to the user of the terminal device 300 by using this system.

[Fourth Embodiment]
In the first to third embodiments, the server 100 mainly performs a search for an answer template, inputs additional information to the template, and generates an answer. However, at least a part of these processes may be performed by the terminal device 300 or the administrator device 500. In the system according to the fourth embodiment, the terminal device 300 and the administrator device 500 each perform part of the processing executed by the server 100 according to the first to third embodiments. The system configuration and hardware of each device according to the fourth embodiment are the same as the system configuration and hardware of each device according to the first embodiment. Therefore, those descriptions are not repeated.

  In the system according to the fourth embodiment, the comment input unit 301 of the terminal device 300 further has a function of extracting a keyword from the comment that has received the input. The transfer unit 302 transfers the comment to the server 100 together with information specifying the user of the terminal device 300. Further, the transfer unit 302 also transfers the keyword extracted by the comment input unit 301 to the server 100.

  In addition, the CPU 50 of the administrator device 500 includes a generation unit 105. That is, in the system according to the fourth embodiment, the CPU 50 of the administrator device 500 uses the input device 55 for the template displayed on the display 54 among the one or more templates searched by the server 100. When an input of information to be added is received, an answer to the comment is generated using the template and the received information.

  The above-described sharing of processing is only an example. A series of operations (steps S1 to S9) in the entire system shown in FIG. 5 may be performed by any device in the system.

[Fifth Embodiment]
Furthermore, a program for causing the server 100, the terminal device 300, and the administrator device 500 to execute the above-described operation can be provided. By providing such a program, an existing PC or terminal device can function as the server 100, the terminal device 300, and the administrator device 500. Thereby, this system can be constructed easily.

  Such a program is recorded on a computer-readable recording medium such as a flexible disk attached to the computer, a CD-ROM (Compact Disk-Read Only Memory), a ROM, a RAM, and a memory card, and provided as a program product. You can also. Alternatively, the program can be provided by being recorded on a recording medium such as a hard disk built in the computer. A program can also be provided by downloading via a network.

  The program according to the present disclosure is a program module that is provided as a part of a computer operating system (OS) and calls necessary modules in a predetermined arrangement at a predetermined timing to execute processing. Also good. In that case, the program itself does not include the module, and the process is executed in cooperation with the OS. Such a program that does not include a module may also be included in the program according to the present disclosure.

  Further, the program according to the present disclosure may be provided by being incorporated in a part of another program. Even in this case, the program itself does not include the module included in the other program, and the process is executed in cooperation with the other program. A program incorporated in such another program may also be included in the program according to the present disclosure.

  The provided program product is installed in a program storage unit such as a hard disk and executed. The program product includes the program itself and a recording medium on which the program is recorded.

[Summary]
One aspect of the present disclosure can be expressed as follows.

  (1) A server (server 100) that is communicable with a terminal device (terminal device 300) and an input device (administrator device 500), and transmits one or more templates for use in generating responses in the past. A first memory (memory device 100A, template information) for storing in association with information specifying the user who is the destination, and a first input means (comment input unit 101) for receiving an input of a comment from the terminal device And a search unit (search unit 102) for searching for a template from the first memory using information specifying a user of the terminal device and feature information (keyword or the like) obtained from a comment, and obtained by the search Processing to display one or more templates on the input device as template candidates used to generate an answer to a comment Display processing means for displaying (display processing unit 103), second input means (first information input unit 104) for receiving input of information from the input device to the template displayed on the input device, Generation means (generation unit 105) for generating an answer to a comment using one of the one or more templates and information input by the second input means for one template And a transfer means (transfer unit 106) for transferring the reply to the comment generated by the generation means to the terminal device.

  (2) The display processing unit executes processing for displaying the information included in the template and the information input to the template by the second input unit in different modes on the input device. Server.

  (3) The template includes an area for inputting a character string obtained from information specifying a user of the terminal device and / or a comment, and the display processing means adds the area of the terminal device to the area of the template obtained by the search. Including a third input means (second information input unit) for inputting information for identifying the user and / or a character string obtained from the comment, and the display processing means applies to the template obtained by the search. The server according to (1) or (2), wherein information is automatically input by a third input means and displayed on the input device as a candidate for a template for answering a comment.

  (4) A second memory (memory device 100A, additional information) for storing text information to be added to the template in association with the keyword is further provided, and the third input means is stored in the second memory. The server according to (3), wherein the text information associated with the keyword included in the comment among the text information is input to the template obtained by the search.

  (5) The search means searches for a template other than the template used for the answer that has already been transmitted to the user of the terminal device among the one or more templates searched for by the feature information in the first memory. The server according to any one of (4).

  (6) A first display for performing processing for displaying a comment from another terminal device received from the server, which is a terminal device (administrator device 500) capable of communicating with the server (server 100). In order to display processing means (comment input unit 501, first display processing unit 502) and one or more templates received from the server on a display as candidate templates used for generating a reply to a comment Second display processing means (template input unit 503, second display processing unit 504) and first input means for accepting input of information to the template displayed on the display of one or more templates Comment generated using (information input unit 505) and one of one or more templates Second input means (instruction input unit 506) for receiving an input of an instruction to transfer an answer to the terminal device to the terminal device, the first input for at least one template of the one or more templates A terminal device in which the second display processing means displays at least one template on the display in a state where information is inputted when the input means accepts input of information.

  (7) A terminal device (terminal device 300) capable of communicating with the server (server 100), a first input means (comment input unit 301) for receiving an input of a comment based on a user operation, and a comment A transfer means (transfer section 302) for transferring to the server together with information for identifying the user of the terminal device, a second input means (answer input section 303) for receiving an input of a reply to the comment from the server, and a reply A display processing means (display processing unit 304) for performing a process of displaying the message in association with the comment.

  (8) The server (server 100), the first input means (comment input units 301 and 101) for receiving an input of a comment from the user, and one or more templates for use in generating an answer A memory (memory device 100A, template information) for storing in association with information specifying the user who is the transmission destination of the second, and a second for accepting input of information for inputting to the template from the user of another device Input means (information input unit 505, first information input unit 104) and first transmission means (comment input unit 301, transfer) for transmitting a comment received from the user to the server together with information identifying the user Unit 302) and information specifying the user and feature information (keywords, etc.) obtained from the comments, Search means for searching for a rate (search unit 102) and display for executing processing for displaying one or more templates obtained by the search as candidate templates used for generating an answer to a comment Processing unit (display processing unit 103, template input unit 503, second display processing unit 504) and information to be input to the displayed template that has been input from a user of another device, is transmitted to the server. Using the second transmission means (comment input unit 301, transfer unit 302), one template of one or more templates, and information received from the user for one template. Generating means (generating unit 105) for generating an answer to the comment, and an answer to the comment generated by the generating means An answer support system comprising display processing means (transfer unit 106, answer input unit 303, display processing unit 304) for executing processing to be linked and displayed on another device.

  (9) A method in which a server (server 100) supports an answer by a second user in response to a comment from a first user, and the server uses one or more templates for use in generating an answer in the past A step (S0) of accessing a memory (memory device 100A, template information) for storing in association with information for identifying a user who is a transmission destination of the user, and receiving an input of a comment from the first user; Is transferred to the server together with the information specifying the first user (S1), and the template is searched from the memory using the information specifying the first user and the feature information (keywords, etc.) obtained from the comments. To generate an answer to a comment on step (S2) and one or more templates obtained by the search Steps (S3 to S5) for displaying as template candidates to be used, Step (S6-1) for accepting input of information for inputting to the template displayed by the second user, and accepting input from the second user In addition, a step of transferring information to be input to the displayed template to the server (S6-2), one of the one or more templates, and one template from the second user Using the received information, a step (S7) for generating an answer to the comment and an answer to the comment generated in the generating step are displayed on the device used by the second user in association with the comment. An answer support method comprising steps (S8, S9).

  (10) A program for causing a computer to execute a process for supporting an answer by a second user in response to a comment from a first user, wherein the computer uses one or more templates for use in generating an answer. A memory for accessing and storing information relating to a user who is a destination in the past can be accessed, and the program inputs a comment from the first user to the computer, together with information for identifying the first user. A step of accepting (S301), a step of searching for a template from the memory using information specifying the user of the terminal device and feature information (keywords, etc.) obtained from the comments (S303, S305), and 1 obtained by the search A template that uses more than one template to generate responses to comments A step (S307) of displaying as a candidate for the data, a step of accepting input of information for inputting to the template displayed by the second user, one template of one or more templates, one Steps for generating an answer to a comment using information received from the second user for the template (S309, S311), and an answer to the comment generated in the generating step A control program for executing the step of transferring to the device used by the user (S313).

  (11) A program for causing a computer to execute a process for supporting an answer by a second user in response to a comment from the first user, the program displaying the comment from the first user on the display on the computer. Steps (S201 and S203), steps (S205 to S209) for accepting input of one or more templates as candidates for a template used for generating an answer to a comment from the server, and comments on one or more templates A step (S213) of displaying on the display as a template candidate used to generate an answer to the step, a step of receiving input of information from the second user to the template displayed on the display (S215), Display entered template Step (S217) for displaying in (a) and step (S219, S221) for receiving an input from the second user for an instruction to transfer an answer to the comment generated using the template to the device used by the first user And control program to execute.

  (12) A program for causing a computer to execute a process of inputting a comment that requires an answer. The program accepts an input of a comment from the user (S101) and sends the comment to the server together with information for identifying the user. A control program that executes a step of transmitting (S103), a step of receiving an input of an answer to a comment from a server (S107), and a step of displaying an answer to the comment in association with the comment (S111).

  The embodiment disclosed this time should be considered as illustrative in all points and not restrictive. The scope of the present invention is defined by the terms of the claims, rather than the description above, and is intended to include any modifications within the scope and meaning equivalent to the terms of the claims.

  10, 30, 50 CPU, 11, 31, 51 ROM, 12, 32, 52 RAM, 14, 34, 56 Network controller, 15 Memory I / F, 33 Camera, 35 Touch panel, 53 HDD, 54 Display, 55 Input device , 100 server, 100A memory device, 101, 301, 501 comment input unit, 102 search unit, 103, 304 display processing unit, 104 first information input unit, 105 generation unit, 106, 302, 507 transfer unit, 107 registration unit 108, second information input unit, 300, 300A, 300B, 300C terminal device, 303 answer input unit, 401, 402, 409, 412, 604, 606, 608 buttons, 405, 406, 407A, 407B, 416 display, 408A , 408B flag display, 410 button Tan group, 411 check box, 415A, 415B avatar, 500, 500A, 500B, 500C administrator device, 502 first display processing unit, 503 template input unit, 504 second display processing unit, 505 information input unit, 506 instruction input Part, 601, 602, 603, 605, 607 region.

Claims (12)

A server capable of communicating with a terminal device and an input device,
A first memory for storing one or more templates for use in generating an answer in association with information identifying a user that is a past destination of the answer;
First input means for receiving input of a comment from the terminal device;
Search means for searching for a template from the first memory using information identifying the user of the terminal device and feature information obtained from the comment;
Display processing means for executing a process of displaying, on the input device, one or more templates obtained by the search as template candidates used for generating an answer to the comment;
Second input means for receiving input of information from the input device to the template displayed on the input device;
Generating means for generating an answer to the comment using one of the one or more templates and information input by the second input means with respect to the one template; ,
A server comprising: transfer means for transferring an answer to the comment generated by the generation means to the terminal device.   The display processing unit executes processing for displaying information included in the template and information input to the template by the second input unit in different modes on the input device. Server described in. The template includes an area for inputting information specifying a user of the terminal device and / or a character string obtained from the comment,
The display processing means includes third input means for inputting information specifying a user of the terminal device and / or a character string obtained from the comment in the area of the template obtained by the search. ,
The display processing means automatically inputs information to the template obtained by the search by the third input means, and displays it on the input device as a template candidate for answering the comment. The server according to claim 1 or 2. A second memory for storing text information to be added to the template in association with the keyword;
The third input means inputs the text information associated with a keyword included in the comment among text information stored in the second memory into a template obtained by the search. Item 4. The server according to item 3.   The search means searches for a template other than a template used for an answer already transmitted to a user of the terminal device, out of one or more templates searched by the feature information in the first memory. The server in any one of -4. A terminal device capable of communicating with a server,
First display processing means for performing processing for displaying a comment from another terminal device received from the server on a display;
Second display processing means for performing processing for displaying one or more templates received from the server on the display as candidate templates used for generating an answer to the comment;
First input means for accepting input of information to a template displayed on the display of the one or more templates;
A second input means for receiving an input of an instruction to transfer an answer to the comment generated using one of the one or more templates to the terminal device;
When the first input means accepts information input to at least one of the one or more templates, the second display processing means displays the at least one template as the information. A terminal device that displays the input state on the display. A terminal device capable of communicating with a server,
First input means for accepting input of a comment based on a user operation;
Transfer means for transferring the comment to the server together with information identifying a user of the terminal device;
Second input means for receiving an input of an answer to the comment from the server;
And a display processing means for performing a process of displaying the answer in association with the comment. Server,
A first input means for accepting input of a comment from a user;
A memory for storing one or more templates for use in generating an answer in association with information identifying a user that is a past destination of the answer;
A second input means for accepting input of information for inputting to the template from a user of another device;
A first transmission means for transmitting a comment accepted from a user to the server together with information identifying the user;
Search means for searching for a template from the memory using information identifying the user and feature information obtained from the comments;
Display processing means for executing processing for displaying one or more templates obtained by the search as candidate templates used for generating an answer to the comment;
Second transmission means for transmitting information to be input to the displayed template, which has received input from a user of the other device, to the server;
Generating means for generating an answer to the comment using one of the one or more templates and information received from a user for the one template;
An answer support system comprising: a display processing means for executing a process of displaying an answer to the comment generated by the generating means in association with the comment on the other device. A method for supporting an answer by a second user in response to a comment from a first user on a server,
The server has access to a memory for storing one or more templates for use in generating an answer in association with information identifying a user that is a past destination of the answer;
Receiving an input of a comment from the first user;
Transferring the comment to the server together with information identifying the first user;
Searching for a template from the memory using information identifying the first user and feature information obtained from the comments;
Displaying one or more templates obtained by the search as candidate templates used to generate an answer to the comment;
Receiving an input of information for inputting to the displayed template from the second user;
Transferring information to be input to the displayed template that has received input from the second user to the server;
Generating an answer to the comment using one of the one or more templates and information received from the second user for the one template;
An answer support method comprising: displaying an answer to the comment generated in the generating step in association with the comment on an apparatus used by the second user. A program for causing a computer to execute a process for supporting an answer by a second user in response to a comment from a first user,
The computer has access to a memory for storing one or more templates for use in generating an answer in association with information identifying a user to whom the answer was sent in the past,
The program is stored in the computer.
Receiving a comment input from the first user together with information identifying the first user;
Using the information identifying the user of the terminal device and the feature information obtained from the comments, searching for a template from the memory;
Displaying one or more templates obtained by the search as candidate templates used to generate an answer to the comment;
Receiving an input of information for inputting to the displayed template from the second user;
Generating an answer to the comment using one of the one or more templates and information received from the second user for the one template;
And a step of transferring an answer to the comment generated in the generating step to a device used by the second user. A program for causing a computer to execute a process for supporting an answer by a second user in response to a comment from a first user,
The program is stored in the computer.
Displaying the comment from the first user on a display;
Receiving one or more template inputs from a server as template candidates used to generate an answer to the comment;
Displaying the one or more templates on the display as candidate templates for use in generating an answer to the comment;
Receiving input of information from the second user to the template displayed on the display;
Displaying the template in which the information is input on the display;
A control program for executing an input of an instruction to transfer an answer to the comment generated using the template to an apparatus used by the first user from the second user. A program that causes a computer to execute a process of inputting a comment that requires an answer,
The program is stored in the computer.
Receiving a comment from the user;
Sending the comment to a server together with information identifying the user;
Receiving an input of an answer to the comment from the server;
A control program for executing a step of displaying an answer to the comment in association with the comment on a display;

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