KNOWLEDGE EXTRACTION AND EDITION PROGRAM, KNOWLEDGE EXTRACTION AND EDITION METHOD, KNOWLEDGE EXTRACTION AND EDITION APPARATUS AND KNOWLEDGE EXTRACTION AND EDITION SYSTEM

摘要

PROBLEM TO BE SOLVED: To provide a knowledge extraction and edition apparatus capable of extracting a knowledge on improvement.SOLUTION: With respect to a case which is handled at a support center, a knowledge extraction and edition apparatus 101 refers to a storage unit 110 which stores, the type of response to an inquiry included in the case and a knowledge used for responding the inquiry while associating them with each other. The knowledge extraction and edition apparatus 101 extracts an FAQ the type of response of which is included in a case which includes a response to a re-inquiry, and the type of the response has been used for responding before the re-inquiry.SELECTED DRAWING: Figure 1