JP5707276B2 - Reception support device, reception support method and program - Google Patents

Description

  The present invention relates to a response support apparatus, a response support method, and a program.

  2. Description of the Related Art Conventionally, in a call center, there is a productivity monitoring system that collects information on calls answered by each operator from a telephone exchange such as a PBX (Private Branch eXchange) and grasps the actual situation of the operator's work (for example, see Patent Document 1). ). In this productivity monitoring system, based on the information collected from the telephone exchange, it is possible to grasp the operator's work status such as answering, holding, and waiting.

JP 2007-228272 A

  However, in the above-described productivity monitoring system, although it is possible to grasp the operator's work state, it is difficult to find an improvement point regarding the contents of the response in order to shorten the time required for each operator's response. There is.

  The present invention has been made in view of such circumstances, and an object of the present invention is to provide a response support apparatus, a response support method, and a program for facilitating the detection of improvement points regarding the response contents of an operator in a call center. is there.

(1) The present invention has been made to solve the above-described problems, and according to one aspect of the present invention, a question is associated with a branch point, and an answer candidate of the question corresponds to each branch at the branch point. A question selection unit for selecting a question from the attached tree structure, a user instruction acquisition unit for acquiring a user instruction for selecting an answer of the selected question from among the answer candidates of the question, and the question selection An operation history registration unit that associates information indicating a time from when the unit selects a question until the user instruction is acquired with information indicating the selected question and stores the information in a storage device It is a response support apparatus characterized by the above.

(2) Another aspect of the present invention is the above-described response support apparatus, in which the question selection unit corresponds to a branch point at the end of the branch associated with the answer selected by the user instruction. The answering support device selects a question attached to the tree structure and a branch point associated with the question selected by the question selection unit in the tree structure based on the information stored in the storage device. And a selection route display processing unit for displaying a selection route that connects to a terminal device that is communicably connected to the reception support device.

(3) Further, another aspect of the present invention is the above-described response support apparatus, in which the operation history registration unit includes information indicating the user who made the user instruction in addition to the information indicating the selected question. Are associated with each other and stored in the storage device.

(4) Moreover, another aspect of the present invention is the above-described response support apparatus, which indicates the time stored in the storage device in association with information indicating a specific user and information indicating a specific question. A user improvement candidate extraction unit that compares a representative value of information with a predetermined value corresponding to the specific question and determines whether or not the specific question is an improvement candidate related to the specific user is provided. It is characterized by that.

(5) According to another aspect of the present invention, there is provided the above-described response support apparatus, the representative value of the information indicating the time stored in the storage device in association with the information indicating the specific question, and the specific An improvement candidate question extracting unit that compares a predetermined target value according to the question and determines whether or not the specific question is an improvement candidate is provided.

(6) Further, according to another aspect of the present invention, a question is selected from a tree structure in which a question is associated with a branch point, and answer candidates of the question are associated with each branch at the branch point. A first step, a second step of obtaining a user instruction to select an answer of the selected question from among the answer candidates of the question, and selecting the question in the first step and then the user A response support method comprising a third process of storing information indicating a time until an instruction is acquired and information indicating the selected question in a storage device in association with each other.

(7) According to another aspect of the present invention, a computer is provided with a question from a tree structure in which a question is associated with a branch point, and each answer candidate of the question is associated with each branch at the branch point. A question selection unit that selects a user instruction to select an answer to the selected question from among the answer candidates of the question, and the user instruction after the question selection unit has selected a question. This is a program for associating information indicating the time until acquisition with information indicating the selected question and operating as an operation history registration unit to be stored in the storage device.

  According to the present invention, it is possible to facilitate the detection of improvement points regarding the contents of the operator's response in the call center.

It is a schematic block diagram which shows the structure of the reception assistance system 100 by one Embodiment of this invention. It is a figure which shows the example of the information showing the response process which the response process memory | storage part 205 in the same embodiment memorize | stores. It is a figure which shows the example of the information (for every question) which shows the response content which the response content storage part 207 in the same embodiment memorize | stores. It is a figure which shows the example of the information (for every reception process) which shows the response content which the response content storage part 207 in the same embodiment memorize | stores. It is a schematic block diagram which shows the structure of the reception process process part 206 in the embodiment. It is a schematic block diagram which shows the structure of the reception content analysis part 210 in the embodiment. It is a figure which shows the example of the reception process selection screen in the embodiment. It is a figure which shows the example of the reception assistance screen in the embodiment. It is a figure which shows the example of the reception path | route screen in the same embodiment. It is a figure which shows the example of the response content screen in the embodiment. It is a figure which shows the example of the response content screen in the modification of the embodiment.

  Embodiments of the present invention will be described below with reference to the drawings. The present embodiment is a reception support system that supports a reception when an operator responds to a contact from a caller such as a consumer in a call center. This response support system supports the response so that the purpose of the contact is achieved as follows. 1) First, the response support system displays answer candidates that are assumed to be questions for leading to a final answer corresponding to the purpose of contact from the sender. 2) The operator conveys the question to the caller and selects the caller's answer from the displayed answer candidates. Then, 3) the response support system displays the question corresponding to the selected answer and the answer candidate for the question, and returns to 2) above. Alternatively, the response support system displays information (final answer) according to the purpose of the contact according to the selected answer.

  FIG. 1 is a schematic block diagram showing a configuration of a reception support system 100 according to the present embodiment. The response support system 100 includes a plurality of operator terminal devices 110, a response support device 120, and an administrator terminal device 130. The reception support device 120 includes an operator screen creation unit 201, an operator authentication unit 202, an operator information storage unit 203, a reception process selection unit 204, a reception process storage unit 205, a reception process processing unit 206, a reception content storage unit 207, and a reception process editing. A unit 208, a response content browsing unit 209, a response content analysis unit 210, and an administrator screen creation unit 211 are configured.

  The operator terminal device 110 is a terminal device used when each operator answers a call, and is connected to the response support device 120 via the network 101 so as to be communicable. The administrator terminal device 130 is a terminal device used by a call center administrator, and is connected to the reception support device 120 through the network 102 so as to be communicable. Note that the network 101 and the network 102 may be a common network.

  The operator screen creation unit 201 creates a screen to be displayed on the operator terminal device 110 based on the processing results obtained by the operator authentication unit 202, the reception process selection unit 204, and the reception process processing unit 206. In addition, the operator terminal device 110 accepts the operator's input to the operator authentication unit 202, the reception process selection unit 204, and the reception process processing unit 206. The operator authentication unit 202 performs authentication of an operator who is operating the operator terminal device 110 using information (user ID and password) stored in the operator information storage unit 203. The operator information storage unit 203 stores the user ID, password, and user type of each operator and administrator. Here, the user type is information indicating whether the user is an operator or an administrator.

  The reception process selection unit 204 acquires an operator instruction for selecting one of a plurality of reception processes stored in the reception process storage unit 205, and receives information indicating the reception process of the selection result based on the instruction as the reception process processing unit 206. Output to. Here, the answering process is a tree structure in which a question for a caller is associated with a branch point, and answer candidates for the question are associated with each branch at the branch point. Is provided. The reception process storage unit 205 stores information representing a reception process. Details of the information representing the handling process stored in the handling process storage unit 205 will be described later.

  The reception process processing unit 206 causes the operator terminal device 110 to display a tree structure representing the reception process selected by the reception process selection unit 204. In addition, the response process processing unit 206 acquires an operator instruction to select an answer of each question during the response process from the answer candidates of the question, information indicating the question, and information indicating the answer selected for the question And the time required until selection are stored in the response content storage unit 207 in association with each other. Details of the reception process processing unit 206 will be described later. The response content storage unit 207 stores information indicating the above-mentioned question, information indicating the answer selected for the question, and information indicating the response content including the time required for the selection. Details of the information indicating the response content stored in the response content storage unit 207 will be described later.

  The administrator screen creation unit 211 creates a screen to be displayed on the administrator terminal device 130 based on the processing results obtained by the operator authentication unit 202, the reception process editing unit 208, the reception content browsing unit 209, and the reception content analysis unit 210. Further, the administrator terminal device 130 receives the input by the administrator and outputs it to the operator authentication unit 202, the reception process editing unit 208, the reception content browsing unit 209, and the reception content analysis unit 210. The response process editing unit 208 edits the response process based on an instruction from the administrator, and reflects the response process in the information indicating the response process stored in the response process storage unit 205. The response content browsing unit 209 refers to the response content storage unit 207 and causes the administrator terminal device 130 to display information indicating the response content of each operator. Also, the response content browsing unit 209 refers to the response process storage unit 205 and the response content storage unit 207, and selects a question according to the operator's instruction that has performed the response, and the response process tree structure specified by the administrator Are displayed on the administrator terminal device 130. In addition, the response content browsing unit 209 may display the response tree structure and the question selection route on the operator terminal device 110 in the same manner. The response content analysis unit 210 refers to the response content storage unit 207, detects an improvement location candidate in the response of each operator and an improvement location candidate in the response process, and displays them on the administrator terminal device 130. Details of the response content analysis unit 210 will be described later.

  FIG. 2 is a diagram illustrating an example of information representing a handling process stored in the handling process storage unit 205. As shown in FIG. 2, the response process storage unit 205 stores information representing the response process in a table format in which each row corresponds to a question (task) in the response process and its answer candidate. Each row stores a service process ID, a task type, a task ID, a parent ID, a child task ID, an answer candidate, and display contents in association with each other. Here, the response process ID is, for example, a numerical value such as “01” or “02”, and is information for identifying the response process to which the question in the row belongs. The task type is a numerical value such as “1” or “2”, for example, and indicates which symbol is used to correspond to the question when displaying the tree structure representing the response process on the operator terminal device 110 or the like. Information. For example, a light blue symbol is used for “1”, and a green symbol is used for “2”.

  The task ID is, for example, a numerical value such as “1” or “2”, and is information for identifying the question. In this embodiment, the task ID is uniquely identified together with the response process ID. However, the question may be uniquely identified only by the task ID. The parent ID is a task ID of a question that is a parent of the question. The child task ID is a numerical value such as “3” or “5”, for example, and is the task ID of the question associated with the tip of the branch of the answer candidate. That is, selecting the question of the child task ID selects the answer candidate on the line as the answer. The answer candidates are texts such as “ON”, “OFF”, and “all”, and are the contents of the answer candidates on the line among the multiple answer candidates on the question on the line. The display content is, for example, a text such as “Please confirm whether the power is turned on”, and is information displayed on the operator terminal device 110 as the content of the question.

  FIG. 3 is a diagram illustrating an example of information (for each question) indicating the response content stored in the response content storage unit 207. FIG. 3 shows an example of information for each question among the information indicating the response contents. As shown in FIG. 3, the response content storage unit 207 stores information for each question out of information indicating the response content in a table format in which each row corresponds to a question (task) in the response process. Each row stores a ticket ID, a sequence number, a reception process ID, a task ID, an answer, a user ID, and a reception time in association with each other.

  The ticket ID is, for example, a numerical value such as “0001” or “0002”, and is an ID issued each time the reception process selection unit 204 selects a reception process. That is, it is information for identifying selection of a reception process. The sequence number is, for example, a numerical value such as “1” or “2”, and is a sequence number issued each time the response process processing unit 206 selects a question in a specific ticket ID. The response process ID is, for example, a numerical value such as “01” or “02”, and is information for identifying the response process to which the question in the row belongs. The task ID is, for example, a numerical value such as “1” or “2”, and is information for identifying the question. The response is a response selected by the operator from among the response candidates stored in the response process storage unit 205 in association with the response process ID and task ID of the row. The user ID is, for example, a string of numbers and characters such as “000001” and “000002”, and is information for identifying the operator authenticated by the operator authentication unit 202. In other words, it is information for identifying an operator who handles a call and operates the operator terminal device 110. The response time is, for example, information indicating time such as “00:01:05” (indicating 1 minute and 5 seconds) and “01:00:05” (indicating 1 hour and 5 seconds). This is information indicating the time from selection until the answer is selected (until the next question is selected).

  FIG. 4 is a diagram illustrating an example of information (for each reception process) indicating the response content stored in the response content storage unit 207. FIG. 4 shows an example of information for each reception process among the information indicating the response contents. As shown in FIG. 4, the response content storage unit 207 stores information for each response process among the information indicating the response content in a table format corresponding to the response process in which each row is selected by the response process selection unit 204. ing.

The reception date is, for example, a character string or a numerical value indicating a date such as “2011/4/20”, and is information indicating a date when the reception process is selected by the reception process selection unit 204. The user ID is the same as the user ID in FIG. The reception process ID is, for example, a numerical value such as “01” or “02”, and is information for identifying the reception process of the row. The process search time is, for example, a character string or a numerical value indicating a time such as “15:52:32” or “15:52:43”, and is information indicating a time when a response process is selected by the response process selection unit 204. is there. The process selection time is a numerical value such as “4” or “0”, for example, and is the time required for the operator to select a response process in the response process selection unit 204. The number of tasks traced is, for example, a numerical value such as “5” or “6”, and is information indicating the number of questions (tasks) selected from when the corresponding process is selected until the purpose of the call is achieved. . The ticket ID is the same as the ticket ID in FIG.
The response process processing unit 206 generates both the information indicating the response content shown in FIG. 3 and the information indicating the response content shown in FIG. 4 and stores them in the response content storage unit 207.

  FIG. 5 is a schematic block diagram illustrating a configuration of the reception process processing unit 206. The response process processing unit 206 includes a selection route display processing unit 601, a question selection unit 602, a user instruction acquisition unit 603, and an operation history registration unit 604. The selected route display processing unit 601 adds and displays a display showing the route of the question selected by the question selecting unit 602 to the tree structure of the response process displayed on the operator terminal device 110. The question selection unit 602 refers to the response process storage unit 205 and selects a question corresponding to the user instruction acquired by the user instruction acquisition unit 603 among the response processes selected by the response process selection unit 204. The user instruction acquisition unit 603 acquires a user instruction for selecting an answer from among the answer candidates for the question selected by the question selection unit 602. In the present embodiment, the user instruction acquisition unit 603 selects an answer using the task ID of the question corresponding to the answer. The operation history registration unit 604 stores information indicating the response content including the response time and the task ID in the response content storage unit 207 based on the selection result of the response process selection unit 204 and the user instruction acquired by the user instruction acquisition unit 603. Let

  FIG. 6 is a schematic block diagram showing the configuration of the response content analysis unit 210. The response content analysis unit 210 includes an improvement candidate response process extraction unit 701, an operator improvement candidate extraction unit 702, and an improvement candidate question extraction unit 703. The improvement candidate response process extraction unit 701 refers to the response content storage unit 207, calculates the total value of the response times stored in association with the same ticket ID, and based on the total value, the response as an improvement candidate The process is extracted and displayed on the administrator terminal device 130. For example, the improvement candidate response process extraction unit 701 calculates an average value of the total value for each response process, and the response value is long such as a response process in which the average value is larger than a predetermined value or a response process having the largest average value. A response process that requires time is displayed on the administrator terminal device 130 as an improvement candidate response process. Alternatively, the improvement candidate response process extraction unit 701 calculates the variance for each response process of the total value, and variation in time required for response, such as a response process in which the variance is greater than a predetermined value or a response process having the greatest variance A response process with a large value is displayed on the administrator terminal device 130 as a response process for an improvement candidate.

  The operator improvement candidate extraction unit 702 (user improvement candidate extraction unit) includes a representative value of the response time stored in the response content storage unit 207 in association with a specific user ID and a specific task ID (and a response process ID), A predetermined value corresponding to the question of the specific task ID is compared, and it is determined whether or not the question indicated by the specific task ID is an improvement candidate related to the operator indicated by the specific user ID. Specifically, the average value of the response times stored in the response content storage unit 207 in association with the specific user ID and the specific task ID is used as the representative value, and all the predetermined values are A value obtained by adding or multiplying a predetermined constant to the average value of the response time stored in the response content storage unit 207 in association with the specific task ID for the operator is used. The predetermined value may not be an average value for all operators, but may be an average value for operators in a specific group, such as an operator excluding the operator indicated by the specific user ID from all operators, It may be a value set in advance by an administrator or the like. In addition, the specific group may be a group determined based on operator attributes, such as a group of operators whose years of experience to which the specific operator belongs are in a predetermined range. In this case, the operator information storage unit 203 also stores operator attributes. As a result of the comparison, when the representative value is larger than a predetermined value, the question indicated by the specific task ID is determined as an improvement candidate related to the operator indicated by the specific user ID, and the specific user ID And the specific task ID is displayed on the administrator terminal device 130.

  Also, the operator improvement candidate extraction unit 702 refers to the response content storage unit 207, calculates the total value of the response times stored in association with the same ticket ID, and sets the improvement candidate based on the total value. An operator is extracted and displayed on the administrator terminal device 130. For example, the operator improvement candidate extraction unit 702 calculates an average value of the total value for each response process and for each operator, and a combination of an operator whose response value is greater than a predetermined value and a response process or an operator having the largest average value. The manager terminal device 130 displays a combination of an operator who requires a long time for handling and a handling process, such as a combination of the handling process and the handling process, as an improvement candidate operator. Alternatively, similarly to the improvement candidate response process extraction unit 701, using the variance, a combination of an operator and a response process having a large variation in time required for the response is displayed on the administrator terminal device 130 as an improvement candidate.

  The improvement candidate question extraction unit 703 has a representative value of the response time stored in the response content storage unit 207 in association with a specific task ID (and a response process ID) and a predetermined value corresponding to the question indicated by the specific task ID. The target value is compared, and it is determined whether or not the question indicated by the specific task ID is an improvement candidate. Specifically, as the representative value, the average value for all operators of the response time stored in the response content storage unit 207 in association with a specific task ID (and response process ID) is used. The average value for all operators may be an average value for a specific group of operators determined according to years of experience. In addition, a value set by an administrator or the like is used as the predetermined target value. Further, as a result of the comparison described above, when the representative value is larger than the predetermined target value, the question indicated by the specific task ID is determined as an improvement candidate, and the specific terminal ID is displayed on the administrator terminal device 130. .

  Further, the improvement candidate question extraction unit 703 refers to the response content storage unit 207 and compares the response time stored in association with a specific user ID with the response time stored in association with another user ID. Thus, questions to be improved candidates for the user with a specific user ID are extracted and displayed on the administrator terminal device 130. For example, the improvement candidate question extraction unit 703 stores the first average value of the response times stored in association with the specific user ID and the specific task ID, and the other user ID and the specific task ID in association with each other. The second task average is compared with the second average value, and when the first average value is larger than the second average value by a predetermined value or more, the specific task ID is improved for the specific user ID. Candidate. Here, the predetermined value may be a preset value, a value obtained by multiplying the second average value by a predetermined rate, or a value corresponding to the variance of the second average value. As other user IDs, user IDs of excellent operators designated by the administrator may be used, or user IDs of all operators may be used.

  FIG. 7 is a diagram illustrating an example of a reception process selection screen. A reception process selection screen G1 shown in FIG. 7 is a screen that is displayed on the operator terminal device 110 when the reception process selection unit 204 selects a reception process. The pull-downs P1a, P1b, etc. on the reception process selection screen G1 are pull-downs in which the operator sets the conditions for the reception process to be selected. The display area A1 is an area for displaying a list of response processes that satisfy the conditions set in the pull-downs P1a and P1b. The operator uses the input device such as a mouse provided in the operator terminal device 110 to designate one of the reception processes displayed in the display area A1.

  FIG. 8 is a diagram illustrating an example of a response support screen. A reception support screen G2 illustrated in FIG. 8 is a screen to be displayed on the operator terminal device 110 when the reception process processing unit 206 performs the reception support. On the response support screen G2, a tree structure T2 of the response process is displayed. The branch of the question selection path in the tree structure T2 is indicated by a thick line L2. In addition, in this example, a display area A2 for switching the response process and a window W2 for notifying the result of selecting the answer to the question up to the end of the tree structure T2 are also displayed.

FIG. 9 is a diagram illustrating an example of a reception route screen. The reception route screen G3 shown in FIG. 9 is a tree structure of the reception process specified by the administrator by the reception content browsing unit 209 with reference to the reception process storage unit 205 and the reception content storage unit 207 (reference numerals in the drawing). T3) and a question selection route (reference numeral L3 in the figure) according to an instruction from the operator who performed the response.
FIG. 10 is a diagram illustrating an example of a response content screen. In the response content screen G4 shown in FIG. 10, the response content browsing unit 209 refers to the response content storage unit 207, and each table has a response time (response minute / second), a task, as in the table Ta4 in which each row corresponds to a question. It is a screen that displays an ID, a question content (confirmation content), a selected answer, and the like.

  As described above, since the selected question and the answering time required for answering the question are stored, it becomes easy to detect an improvement point related to the contents of the operator's answer. In addition, it is easy to detect not only the contents of the operator's reception but also the improvement part of the reception process itself.

In the above-described embodiment, the user instruction acquisition unit 603 has been described as acquiring a user instruction for selecting an answer from among the answer candidates for the question selected by the question selection unit 602. A user instruction to select the parent of the question may be acquired. Further, it may be possible to select not only the direct parent of the question but also any number of generations. FIG. 11 is a diagram illustrating an example of a response content screen when a parent can be selected. In the response content scene G5 shown in FIG. 11, in the table Ta5, the response content in which questions are selected in the order of task IDs “100”, “003”, and “122” is displayed. Then, in the subsequent table Tb5, after selecting the question of the task ID “122” at the end of the table Ta5, selecting the question of the task ID “100” again after two generations, and then selecting the task ID “006”. , “111”, “013” are displayed in response order when questions are selected.
In this way, not only answers to questions but also their parents can be selected, so that even if an operator or caller notices an error or misunderstanding in the middle of the response, the response can be resumed retroactively. Can do.

  Further, by recording a program for realizing each function of the response support apparatus 120 in FIG. 1 on a computer-readable recording medium, causing the computer system to read and execute the program recorded on the recording medium, Each function may be realized. Here, the “computer system” includes an OS and hardware such as peripheral devices.

Further, the “computer system” includes a homepage providing environment (or display environment) if a WWW system is used.
The “computer-readable recording medium” refers to a storage device such as a flexible medium, a magneto-optical disk, a portable medium such as a ROM and a CD-ROM, and a hard disk incorporated in a computer system. Furthermore, the “computer-readable recording medium” dynamically holds a program for a short time like a communication line when transmitting a program via a network such as the Internet or a communication line such as a telephone line. In this case, a volatile memory in a computer system serving as a server or a client in that case, and a program that holds a program for a certain period of time are also included. The program may be a program for realizing a part of the functions described above, and may be a program capable of realizing the functions described above in combination with a program already recorded in a computer system.

  The embodiment of the present invention has been described in detail with reference to the drawings. However, the specific configuration is not limited to this embodiment, and includes design changes and the like within a scope not departing from the gist of the present invention.

DESCRIPTION OF SYMBOLS 100 ... Response support system 101,102 ... Network 110 ... Operator terminal device 120 ... Response support device 130 ... Administrator terminal device 201 ... Operator screen creation part 202 ... Operator authentication part 203 ... Operator information storage part 204 ... Response process selection part 205 ... Response process storage unit 206... Reception process processing unit 207... Reception content storage unit 208 .. reception process editing unit 209 .. reception content browsing unit 210 .. reception content analysis unit 211 ... administrator screen creation unit 601. ... Question selection unit 603 ... User instruction acquisition unit 604 ... Operation history registration unit 701 ... Improvement candidate response process extraction unit 702 ... Operator improvement candidate extraction unit 703 ... Improvement candidate question extraction unit

Claims (7)

A question selection unit that selects a question from a tree structure in which a question is associated with a branch point, and each of the branches at the branch point is associated with a candidate answer of the question;
A user instruction acquisition unit for acquiring a user instruction to select an answer of the selected question from among the answer candidates of the question;
The information indicating the response time from when the question selection unit selects a question until the user instruction is acquired, the information indicating the selected question, and the information indicating the user who made the user instruction are associated with each other An operation history registration unit to be stored in the storage device ;
A value based on information indicating the response time stored in the storage device in association with information indicating a specific user and information indicating a specific question is compared with a predetermined value corresponding to the specific question, A user improvement candidate extraction unit that determines whether or not the specific question is an improvement candidate related to the specific user ;
The predetermined value is an average value of the response times for users in a specific group . The said predetermined value is the average value of the said reception time about the user of the specific group which is a specific group to which the said specific user belongs, and is decided according to an operator's years of experience . Response support device. The operation history registration unit corresponds to ticket identification information for identifying selection of the tree structure, information indicating the response time, information indicating the selected question, and information indicating a user who has made the user instruction. And store it in the storage device,
An improvement candidate response process extraction unit that calculates a total value of the response times for each of the ticket identification information and determines whether or not the response process indicated by the tree structure is an improvement candidate based on the total value. The reception support apparatus according to claim 1 or 2, characterized in that The operation history registration unit includes: service process identification information for identifying a service process indicated by the tree structure; the ticket identification information; information indicating the response time; information indicating the selected question; and the user instruction In association with information indicating the user who has performed, and stored in the storage device,
The improvement candidate response process extraction unit calculates a variance of the total value for each of the response process identification information, and determines whether or not the tree structure is an improvement candidate based on the variance. Item 4. The response support apparatus according to item 3. A second value based on information indicating the response time stored in the storage device in association with information indicating a specific question is compared with a predetermined third value corresponding to the specific question, and the specific whether an improvement candidate question comprises an improvement candidate question extraction unit determines the,
The said 2nd value is an average value of the said reception time about the user of a specific group, The reception assistance apparatus as described in any one of Claims 1-4 characterized by the above-mentioned. A first process of selecting a question from a tree structure in which a question is associated with a branch point, and each of the branches at the branch point is associated with a candidate answer of the question;
A second step of acquiring a user instruction to select an answer of the selected question from among the answer candidates of the question;
Corresponding information indicating response time from selection of a question in the first process until acquisition of the user instruction, information indicating a user who made the user instruction, and information indicating the selected question In addition, the third process of storing in the storage device and
A value based on information indicating the response time stored in the storage device in association with information indicating a specific user and information indicating a specific question is compared with a predetermined value corresponding to the specific question, the specific question, have a fourth process determines whether or not an improvement candidate for said particular user,
The method according to claim 1, wherein the predetermined value is an average value of the response times for users in a specific group . Computer
A question selection unit for selecting a question from a tree structure in which a question is associated with a branch point, and each of the branches at the branch point is associated with a candidate answer of the question;
A user instruction acquisition unit for acquiring a user instruction to select an answer of the selected question from among the answer candidates of the question;
The information indicating the response time from when the question selection unit selects a question until the user instruction is acquired, the information indicating the user who made the user instruction, and the information indicating the selected question are associated with each other , An operation history registration unit to be stored in the storage device ,
A value based on information indicating the response time stored in the storage device in association with information indicating a specific user and information indicating a specific question is compared with a predetermined value corresponding to the specific question, A user improvement candidate extraction unit that determines whether or not the specific question is an improvement candidate related to the specific user;
Act as
The said predetermined value is a program which is the average value of the said reception time about the user of a specific group .

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