FAQ CONSOLIDATION ASSISTANCE DEVICE, FAQ CONSOLIDATION ASSISTANCE METHOD, AND PROGRAM

摘要

This FAQ consolidation assistance device 1 comprises: a question assessment unit 12 that extracts, from inquiries from a customer and the details of the response to the customer, question assessment items that are assessed to be question items from the customer; a query log extraction unit 14 that extracts a search query corresponding to the question items from the customer saved in a FAQ search system, and corresponding to FAQs that are the search result for the search query and are all assessed to be useless to the customer; and a question-candidate-for-consolidation extraction unit 15 that performs clustering using the question items of the FAQ registered in the FAQ search system, question assessment items, and the search query as elements and extracting candidates for the FAQ question items to be consolidated on the basis of the clustering results. It is thereby possible to facilitate consolidation involving adding to, or deleting from, the FAQ.