Information processing apparatus method for responding to user inquiry via information source or operator
An information processing apparatus outputs answer information corresponding to inquiry information that is input. The information processing apparatus includes a memory and circuitry. The memory is configured to store a plurality of databases each having at least a first field and a second field. The circuitry is configured to: perform morphological analysis on the inquiry information, to divide the inquiry information into morphemes; perform a first matching process based on the morphemes and the first field of each of the plurality of databases, to determine whether to adopt the database as an extraction source from which the answer information is to be extracted; and perform a second matching process based on the morphemes and the first field of the database, which is determined to be adopted as the extraction source, to output, as the answer information, data in the second field corresponding to data in the first field.
1 . An information processing apparatus that outputs answer information corresponding to inquiry information that is input by a user via a terminal, the information processing apparatus comprising:
circuitry configured to:
notify the terminal of a message prompting the user to make a selection for identifying a source of the answer information; and
control switching to a response by an operator when the user selects that the answer information indicates that none of a plurality of options is a desired option.
2 . The information processing apparatus of claim 1 , wherein the circuitry is further configured to:
determine whether content of the inquiry information satisfies a condition for outputting the answer information;
refer to information, stored in a database, to generate the answer information corresponding to the inquiry information when the circuitry determines that content satisfies the condition; and
control switching to the response by the operator when the circuitry determines that content does not satisfy the condition.
3 . The information processing apparatus of claim 2 , wherein the database includes a plurality of pieces of information having at least a first field in which a word related to the inquiry information is stored and a second field in which the answer information is stored.
4 . The information processing apparatus of claim 2 , wherein the circuitry determines that the condition is not satisfied when content included in the inquiry information is not present in the database.
5 . The information processing apparatus of claim 2 , wherein the circuitry determines that the condition is not satisfied when content included in the inquiry information cannot be morphologically analyzed.
6 . The information processing apparatus of claim 2 , wherein the circuitry determines that the condition is not satisfied when the user selects that the answer information is not a desired answer.
7 . The information processing apparatus of claim 2 , wherein the circuitry generates new answer information by referring to information stored in another database when the user selects that the answer information, corresponding to the inquiry information that is input by the user via the terminal, is not a desired answer.
8 . The information processing apparatus of claim 2 , wherein the circuitry is further configured to learn that the answer information is a desired answer or that the answer information is not the desired answer and reflect the learning in the database.
9 . An information processing method for outputting answer information corresponding to inquiry information that is input by a user via a terminal, the information processing method comprising:
notifying the terminal of a message prompting the user to make a selection for identifying a source of the answer information; and
controlling switching to a response by an operator when the user selects that the answer information indicates that none of a plurality of options is a desired option.
10 . A non-transitory recording medium storing a plurality of instructions which, when executed by one or more processors of an information processing apparatus that outputs answer information corresponding to inquiry information that is input by a user via a terminal, causes the one or more processors to perform a method comprising:
notifying the terminal of a message prompting the user to make a selection for identifying a source of the answer information, and
controlling switching to a response by an operator when the user selects that the answer information indicates that none of a plurality of options is a desired option.